Job Description

Position summary:

To deliver expert-level HR service for employees and managers across EMEA and North America, including escalated cases and VIP requests, handling the full spectrum of HR cases from routine to highly complex matters with exceptional knowledge and judgment while ensuring accurate, timely, and compliant HR support across the complete employee lifecycle. This senior role offers the opportunity to leverage extensive expertise in global HR operations, applying advanced knowledge to all case types while making a direct impact on employee experience for thousands of employees across multiple markets.

Scope of Role:

Regional coverage:

EMEA and North America with expert knowledge across multi-jurisdictional requirements

Work arrangement:

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

Impact:

Expert-level service delivery across all case complexities leveraging advanced knowledge and experience

Key Responsibilities:

Service delivery & customer excellence

Handle HR cases

from routine inquiries to complex cases requiring specialized knowledge of employment law, policies, and cross-border regulations

Handle escalated cases and VIP requests

requiring heightened attention, discretion, and rapid resolution while maintaining exceptional service standard

Apply expert judgment

to all case types, ensuring efficient resolution of simple queries while providing sophisticated analysis for complex matters

Deliver exceptional customer service

leveraging extensive experience to provide comprehensive, accurate responses across all interaction types

Share expertise and knowledge

with team members through informal guidance while maintaining focus on individual case delivery

Transaction management & data integrity

Execute full range of HR transactions

from routine updates to more complex cases including reorganizations, international transfers, and sensitive separations

Apply advanced validation techniques

to all transaction types, leveraging experience to identify potential issues and ensure accuracy across simple and complex scenarios

Manage sophisticated system

processes utilizing expert knowledge to navigate complex configurations while efficiently handling routine transactions

Maintain First Time Right excellence

across all transaction complexities, using expertise to prevent errors and streamline processing

Process excellence & continuous improvement

Champion process excellence

by applying extensive knowledge to identify improvement opportunities across all process types

Leverage experience

to streamline both routine and complex processes, sharing insights that benefit overall team effectiveness

Support process enhancements

by providing expert input on procedure updates and system improvements based on comprehensive case experience

Drive knowledge

sharing through expert handling of diverse case types and informal mentoring of colleagues

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

across all stakeholder levels, applying experience to navigate both simple and complex stakeholder needs effectively

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, demonstrating expert-level service regardless of case complexity

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, Legal, Finance, HRIS, Benefits teams

Primary Location:

Glasgow (Hybrid working arrangement)

Job requirements:

Essential experience:

7+ years

in HR operations, shared services, HR Generalist roles, or related fields with demonstrated progression in case complexity

Expertise

in HR case management, from routine queries to complex employee relations across UK, Germany, Nordics, Switzerland, North America, and other EU countries

Advanced HRIS experience

with expert-level system navigation, transaction processing, and troubleshooting capabilities

Proven track record

of efficiently handling high-volume caseloads while maintaining quality across all complexity levels

Labour law and regulatory framework knowledge

across multiple jurisdictions with practical application across diverse case types

Experience managing escalated cases and VIP stakeholder requests

with demonstrated ability to maintain confidentiality and deliver exceptional service under pressure

Core Competencies:

Expert efficiency:

Ability to quickly assess and appropriately handle cases across all complexity levels

using extensive experience

Advanced judgment

: Sound decision-making across routine and complex matters requiring discretion, business acumen, and regulatory knowledge

Comprehensive expertise:

Deep knowledge of HR operations enabling efficient resolution of any case type encountered

Sophisticated problem-solving:

Ability to apply experience and knowledge to resolve challenges quickly and effectively regardless of complexity

Adaptability & expertise:

Seamlessly transitions between routine and complex cases, applying appropriate level of analysis and attention

Cultural intelligence:

Deep understanding of cross-cultural dynamics enabling effective case resolution across diverse European and North American markets

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 leverage extensive HR operations expertise while handling diverse cases and 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.