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Job Description
About the role
The People Solutions Advisor - Cluster Lead leads a co-located team of People Solutions Advisors within a Global Capability Centre, delivering the front line of human HR support across an assigned geographical cluster. The role is accountable for how queries, cases and lifecycle transactions are resolved for employees and people leaders across the countries in scope — the speed, the accuracy and the experience.
This is a working leadership role. Alongside leading the team, you stay close to the work — handling the escalations your Advisors cannot resolve, stepping into peak volumes, and keeping a personal feel for where the service is strong and where it is not. You are the point of contact for the People Experience Partner Cluster Leads and other HR colleagues whose work depends on clean, timely delivery from your team.
How you will contribute
Leading the cluster team
· Lead, coach and develop a co-located team of People Solutions Advisors, setting priorities, balancing workload and supporting capability and career development.
· Allocate work and manage capacity across the cluster against live demand, holiday, absence and seasonal peaks such as annual compensation planning and year-end, ensuring coverage never depends on a single person.
· Act as the escalation and decision point for queries and cases the team cannot resolve, providing timely guidance and judgement, and routing onward only where genuine specialist input is required.
· Build a strong team culture at the Global Capability Centre site, fostering learning, inclusion, peer coaching and continuous improvement across the cluster.
· Onboard and train new Advisors, including colleagues joining through build-operate-transfer arrangements, bringing them to full productivity against a consistent standard.
Running the service
· Own end-to-end delivery of employee lifecycle activity across the cluster — hire, onboarding, job and organisational changes, leave of absence, severance administration and offboarding — ensuring accuracy, timeliness and a consistent employee experience.
· Oversee case management across channels — portal, phone, video and email — ensuring cases are triaged correctly, progressed within agreed timeframes and closed with the employee or leader properly informed.
· May Carry a personal caseload of the most complex or sensitive queries in the cluster, and step into the queue at peak so the team is never left exposed.
· Ensure clean handoffs and clear escalation paths between Direct Access, People Solutions Advisors, People Experience Partners and specialist teams, in both directions, so that cases sit at the right tier and are not passed unnecessarily.
· Drive deflection of routine queries to self-service and AI-enabled channels, using query trends to improve content at the front door rather than absorbing repeat demand into the team.
Regional process ownership
· Hold a named process or system ownership on behalf of the region — such as employee lifecycle management, case management and knowledge content, documentation and compliance, or HR systems and data quality — acting as the reference point colleagues consult.
· Set and maintain the regional standard in that area through current process documentation, work instructions, templates and knowledge content, keeping it aligned to global design and local regulatory requirements.
· Build capability in that area across People Solutions Advisors through coaching, case review and training, so that routine matters are handled confidently at source and only…