Job description
Offboarding is taking ownership of more termination activity once the decision to terminate has been made, including work moving over from People Consulting & Engagement (PC&E). As an People Operations Services Lead - Offboarding EMEA, you will be the team's senior escalation point and the owner of how offboarding works across EMEA. You will take on the most complex and sensitive cases yourself and decide how they are resolved. You will design and continuously improve the EMEA offboarding process from start to finish, and lead its transformation. That includes shaping where AI, automation and self-service replace manual work, and making sure new solutions are adopted in daily operations. The role requires sound judgement, deep process thinking and the ability to influence without authority. You will work across Field HR, PC&E, Payroll, Benefits, Mobility, Legal, engineering and vendors, and settle disagreements by building agreement rather than escalating. Escalations and complex cases Act as the senior escalation point for EMEA Offboarding. Own the resolution of complex, sensitive and high-risk cases rather than passing them up. Handle the most complex terminations yourself, including: Manage escalations from business leaders, employees, Field HR and PC&E. Analyse the root cause, agree the fix with the stakeholders involved, and close the loop. Design where and how AI is used in offboarding, such as AI-assisted case handling, agents, Copilot skills and automated document or payroll-input preparation. Lead audit readiness and responses to statutory and internal audit requests. Track performance metrics (volume, FR, DTR, CSAT, case ageing, escalations), find the drivers behind them, and lead improvement plans. Work with Field HR, PC&E, Payroll (OnePayroll), Benefits, Time & Leave, Mobility, Legal and the global Offboarding process owners to align processes and handoffs. Represent EMEA Offboarding in regional and global process and transformation forums. Manage vendor performance on offboarding activities and escalate service issues when standards are not met. Bachelor's degree in Human Resources, Business Administration, Operations or a related field. Demonstrable experience in HR Operations, HR Services or a related field. Proven experience managing escalations and complex or sensitive HR cases from start to finish, such as involuntary terminations, restructures or legally sensitive exits, with sound judgement and discretion. Experience designing, documenting and improving end-to-end HR processes in a shared services or multinational environment. Experience leading or contributing significantly to transformation, system or process change projects, from requirements through testing to adoption. Strong understanding of compliance, with the ability to apply local labour law, global policies and data privacy (GDPR) requirements to operations. Excellent stakeholder management, influencing and communication skills, including with senior business leaders and other HR teams. Fluent English, spoken and written. Experience with EMEA termination legislation, job eliminations or RIFs, separation agreements and payroll inputs. Experience with SAP SuccessFactors (Employee Central), Dynamics CRM, ADP or similar HR systems. Experience coaching or mentoring advisors and building team capability. Process improvement or project management background (Lean, Six Sigma or similar) is an advantage. A second European language is an advantage.