HR GENERALIST

Role purpose 

Provide accurate, timely and customer-focused HR support to employees, managers and HR stakeholders across the employee lifecycle, while ensuring high-quality administration, reliable data and consistent service delivery. 

Key Responsibilities 

Employee and Manager Support 

• Act as a first point of contact for HR-related questions from employees and managers through email, telephone, chat and the designated ticketing system. 

• Provide clear and accurate guidance on HR policies, procedures and employee lifecycle processes within the scope of the role. 

• Deliver a professional and customer-focused service, ensuring requests are acknowledged, followed up and resolved within agreed service levels. 

• Identify the nature and urgency of each request and direct complex or specialist matters to the appropriate HR team. 

HR Administration and Employee Lifecycle Support 

• Prepare and maintain HR documentation, including employment contracts, amendments, employment certificates, welcome packs and other employee-related documents. 

• Support onboarding, employee changes, transfers, promotions and offboarding activities in line with established processes. 

• Collect, review and process the information and supporting documentation required for HR transactions. 

• Ensure administrative activities are completed accurately, consistently and within the required timelines. 

HR Systems and Data Quality 

• Maintain and update employee information in the core HR system, such as Nessie, Employee Central or the applicable HR platform. 

• Validate the accuracy and completeness of data before entering or updating information in the HR system. 

• Perform regular data quality checks and resolve discrepancies by collecting, reviewing and analysing relevant information. 

• Protect personal and confidential information in accordance with internal policies, data privacy requirements and applicable regulations. 

Case and Ticket Management 

• Record, assess, prioritise and manage HR service requests through the designated case or ticketing tool. 

• Investigate issues, provide appropriate responses and maintain clear case notes and supporting documentation. 

• Monitor open cases and communicate progress to employees, managers and relevant stakeholders. 

• Escalate unresolved, sensitive or out-of-scope cases to the designated support lead or specialist team. 

Process Compliance and Continuous Improvement 

• Perform HR support activities in accordance with approved policies, procedures, work instructions and service standards. 

• Contribute to the maintenance of process documentation, knowledge articles, templates and standard responses. 

• Participate in training related to new technologies, procedures and customer service enhancements. 

• Identify opportunities to improve efficiency, data quality, service consistency and the employee experience. 

• Collaborate with HR colleagues and other internal teams to support operational priorities and team objectives. 

Qualifications and Experience 

• French fluency required (C1 minimum), English proficiency

• Degree in Human Resources, Business Administration or a related discipline, or equivalent professional experience. 

• Previous experience in HR support, HR administration, employee services, HR operations or a shared-services environment. 

• Practical experience using an HR information system, such as SAP SuccessFactors Employee Central, Workday. 

• Experience with ticketing or case management tools is an advantage. 

• Good working knowledge of Microsoft Office applications. 

Key Success Measures 

• Accurate and complete employee data and documentation. 

• Timely handling of HR transactions, inquiries and cases. 

• Compliance with agreed procedures, service levels and confidentiality requirements. 

• Positive and consistent support experience for employees and managers. 

• Effective escalation and follow-through on unresolved issues. 

• Contribution to process improvement, knowledge sharing and team objectives.