Job Description

Position summary:

To deliver exceptional HR service as the first point of contact for employees and managers across EMEA and North America, handling confidential employee data with the highest level of integrity while ensuring accurate, timely, and compliant HR support across the complete employee lifecycle. This role offers the opportunity to be part of a dynamic global team, developing expertise in international HR operations while making a direct impact on employee experience across multiple markets.

Scope of Role:

Regional coverage:

EMEA and North America

Work arrangement:

Hybrid based in Glasgow with shift coverage to support North American operations

Impact:

Direct influence on employee experience for thousands of employees globally

Key Responsibilities:

Service delivery & customer excellence

Receive, log, and triage HR cases

via ticketing systems and other channels, ensuring prompt acknowledgment and proper categorization

Provide first-line resolution

for common HR inquiries including policies, benefits, process guidance, and general HR questions

Deliver exceptional customer service

maintaining professionalism, confidentiality, and empathy in all employee and manager interactions

Escalate complex cases

to Lead/Coordinator or Centers of Excellence (COEs) as required, ensuring proper handover documentation

Transaction management & data integrity

Execute day-to-day HR transactions

(e.g., employee data changes, contract issuance, benefits updates, etc.) in the HR system with First Time Right accuracy

Monitor and manage assigned cases

in the Case Management System (CMS) to meet agreed SLAs and quality standards

Conduct data validation and cross-checks

to prevent downstream payroll, benefits, and compliance issues

Process confidential documentation, maintain accurate records

including contracts, personal data changes, and sensitive employee matters with complete accuracy

Process excellence & continuous improvement

Champion process compliance

by following established SOPs while identifying opportunities for enhancement and efficiency gains

Contribute to knowledge management

by maintaining accurate documentation and sharing insights that improve team effectiveness

Support global standardization efforts

across all regions through consistent service delivery

Drive continuous improvement

by analyzing trends, proposing solutions, and implementing best practices

Compliance & risk management

Ensure full compliance

with data privacy regulations (GDPR, local privacy laws) and employment legislation across supported regions

Maintain audit-ready documentation

and support compliance reviews with accurate, complete records

Protect sensitive employee data

through adherence to security protocols and confidentiality requirements

Identify and mitigate risks

related to data handling, process compliance, and regulatory requirements

Stakeholder collaboration

Build trusted relationships

with employees, managers, and internal HR teams through professional, responsive service

Collaborate effectively

with Payroll, Benefits, and specialist HR teams to ensure seamless end-to-end service delivery

Support cross-functional initiatives

that enhance employee experience and operational efficiency

Represent the HRSS brand

positively in all interactions, contributing to organizational reputation

Participate in data cleansing activities

to ensure all employee records meet global and local compliance requirements prior to and after migration

Organizational relationships:

Reports to:

Manager, HR Shared Services

Direct Reports:

None

Matrix Relationships:

Centers of Excellence (COEs), Payroll, HRIS, Benefits teams

Primary Location:

Glasgow (Hybrid working arrangement)

Job requirements:

Essential experience:

2+ years

in HR operations, shared services, customer service, or related administrative roles

Proven track record

of handling confidential information with integrity and discretion

Experience with HRIS platforms

(SuccessFactors, Workday, Oracle, or similar systems)

Customer service excellence

with demonstrated ability to resolve complex queries

Core Competencies:

Uncompromising integrity

: Absolute commitment to confidentiality and ethical handling of sensitive employee data

Detail excellence

: Meticulous attention to accuracy in all transactions and documentation

Growth mindset

: Enthusiasm for learning, developing skills, and taking on new challenges

Continuous improvement focus

: Proactive approach to identifying and implementing enhancements

Resilience & adaptability

: Thrives in fast-paced, changing environments with evolving priorities

Cultural intelligence

: Effective collaboration across diverse, international teams

Communication & language:

Fluent English

(essential for documentation and stakeholder communication)

Additional European languages

highly valued for enhanced regional support (German, Swedish, Finnish)

Technical proficiency:

Advanced HRIS knowledge

with ability to navigate complex system configurations

Case management expertise

using enterprise ticketing and workflow systems

Data analysis capabilities

for trend identification and process improvement insights

What We Offer:

Career development

within a global HR organization

Exposure to international markets

and diverse HR practices across EMEA and North America

Skill development opportunities

in specialized HR areas and emerging technologies

Hybrid flexibility

combining collaborative office time with remote work efficiency

Global team collaboration

with colleagues across multiple time zones and cultures

Modern technology stack

and tools that enable efficient, high-quality service delivery
This role offers an exceptional opportunity to build expertise in global HR operations while making a meaningful impact on employee experience across multiple markets.



Coherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!

Note to recruiters and employment agencies:

We will not pay for unsolicited resumes from recruiters and employment agencies unless we have a signed agreement and have required assistance, in writing, for a specific opening.