HR Service Delivery Professional

I own escalation handling for complex, sensitive, and high-risk employee relations matters across EMEA. I partner with Legal, HR, Operations, and PR teams to investigate issues, assess risk, and communicate resolutions.

I support strategic workshops and case reviews with senior operations leaders, applying employment law knowledge across jurisdictions. I help implement standardised processes, maintain audit-ready documentation, monitor legislative developments, lead cross-functional projects, and use internal AI tools for position paper drafting and employment-data insights.

I led an EMEA-wide HR Shared Services programme for mandatory document compliance, governing processes and standards for more than 100,000 employees across over 20 countries. I was accountable for document SLAs, quality controls, and regulatory alignment, collaborating with HRBPs, Legal, Compliance, and Risk teams.

I managed four contractor direct reports across two countries, including workload allocation, performance management, conflict resolution, and business continuity. I also led the transition from physical to digital document collection, delivered end-to-end programme projects, managed vendors and billing, and established HR control frameworks for audit readiness.

I delivered end-to-end HR Shared Services operations for an EMEA employee population, tracking lifecycle changes for more than 4,000 active employees in HRIS systems and supporting accurate payroll reporting.

I managed contracts, compensation changes, leaves of absence, and terminations while maintaining compliant, audit-ready records. I advised employees and managers on HR policies and employment law, conducted personnel-file audits, and supported M&A activity, entity launches, onboarding, and country expansion readiness.

I developed and executed targeted CRM campaigns focused on customer acquisition, retention, and reactivation. These initiatives supported improvements in customer engagement and lifetime value.

I used multi-channel communications and data-driven promotional initiatives to improve loyalty while supporting responsible gaming standards and regulatory compliance.

I provided senior-level technical support for iOS and macOS customers in the UK and Ireland market. I troubleshot complex issues and escalated systemic technical problems to engineering teams.

I applied software patches, supported data protection and security compliance, helped prevent potential data breaches, and maintained accurate case and resolution documentation.