HR transformation and workforce operations specialist

Supporting HR and enterprise transformation programmes, helping organisations optimise service delivery models, business processes,
and technology adoption.
• Contribute to business transformation and change initiatives within Global Business Services (GBS) environments, supporting the
adoption of HR and enterprise technologies.
• Support stakeholder engagement, business readiness, and process improvement activities across transformation programmes.
• Contribute to the implementation and adoption of ServiceNow-based solutions within a regulated financial services environment.
• Collaborate with cross-functional teams to align business requirements, operating model objectives, and technology capabilities.

Supported a large-scale HR transformation programme across the UK & US, contributing to both the Service Delivery operating model
design and ServiceNow implementation impacting ~20,000 users.
• Contributed to the design of the HR Service Delivery operating model by developing sub-service line frameworks (e.g. Helpdesk,
Payroll, Reward & Benefits), including scope definition, service taxonomy, SLAs/OLAs, target operating structures (Day 1 / Day
1+), and supporting analysis for leadership decision-making.
• Led the creation of end-to-end UAT test scripts for HR processes (UK & US), translating business requirements, process maps
and stakeholder inputs into structured testing scenarios.
• Facilitated cross-functional collaboration to address queries and manage expectations on timelines and deliverables.

Contributed to a global HR transformation program spanning 46 countries, supporting Workday and ServiceNow deployment.
• Facilitated workshops with regional HR stakeholders to document “as-is” HR processes across LATAM and Spain, enabling the
design of future-state processes for the global HR transformation programme and supporting UAT preparation.
• Produced country-specific work instructions, templates, and policies ensuring compliance with local requirements and service
catalogue standards.

Managed contingent workforce programme delivery across five EMEA markets (Spain, France, Belgium, Netherlands, Italy), partnering
with client stakeholders and suppliers to support workforce planning and programme performance.
• Served as the primary point of contact for stakeholders and suppliers, resolving operational issues and ensuring consistent
programme delivery.
• Delivered training sessions for hiring managers and suppliers to improve programme adoption and standardise processes across
regions.
• Monitored supplier performance and operational metrics, facilitating performance reviews and identifying opportunities to improve
candidate pipelines and service quality.
• Analysed workflow bottlenecks within the MSP approval process and implemented process improvements, reducing approval
processing time from 5 hours to 5 minutes, significantly improving delivery speed.
• Sourced and onboarded new suppliers for France and Spain, increasing the candidate pool and enhancing service delivery.
• Contributed to the expansion of the MSP programme into new markets by coordinating with legal, HR, and compliance teams to
ensure operational readiness and regulatory alignment.