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The HR Operations Specialist, Service Quality & Knowledge Enablement plays a critical role in driving the consistency, accuracy, and scalability of Tier 1 HR service delivery. Acting as the operational quality enabler for Tier 1 and regional knowledge infrastructure, this role is responsible for maintaining and enhancing the regional HR knowledge base, coordinating SOP integrity, and reinforcing frontline capability through coaching, feedback, and digital enablement.
This role serves as a bridge between frontline delivery and broader HR service transformation by ensuring that Tier 1 Advisors are equipped with the tools, knowledge, and capability to resolve cases at first contact. It also supports process mapping and readiness for automation, AI support, and Tier 0 expansion.
This position contributes directly to improving employee experience, operational effectiveness, and service center maturity.
Key Responsibilities
- Maintain the knowledge base for the Greater EMEA region in ServiceNow, ensuring all content is accurate, localised, and aligned to process
- Partner with Tier 2 and COEs to ensure SOPs and escalation maps are clearly defined and reflected in frontline guidance materials
- Deliver informal coaching and quality feedback to Tier 1 Advisers based on case review trends, coaching loops, and live floor support
- Monitor service quality indicators (e.g., reopens, time to resolution, escalation rates) and initiate targeted enablement interventions
- Lead or contribute to onboarding and up-skilling programs for new Tier 1 hires, including knowledge navigation and service expectations
- Act as a process documentation lead for end-to-end HR processes, supporting automation readiness and AI integration
- Track usage, feedback, and quality of knowledge articles to inform continuous improvement and digital self-service enhancement
- Collaborate with global Knowledge Management Team to align with enterprise-wide standards, while tailoring content for regional accuracy
- Support the Associate Director in analysing operational data and contributing to continuous service improvement initiatives
- Promote a culture of service excellence, customer orientation, and process curiosity within the HR Service Center
Skills & Experience
- Bachelor’s degree in Human Resources, Business, Communications, or related field
- Coaching or knowledge management certification is a plus
- 4+ years in an HR service delivery, operations, or enablement role, preferably in a shared service or Tier 1/2 model
- Strong experience creating, managing, and governing knowledge content
- Prior exposure to coaching, onboarding, or capability building within an operational HR environment is highly desirable
- Proficiency in ServiceNow or a similar case and knowledge management platform is required
- Strong skills in Microsoft Office (especially Excel and PowerPoint) and familiarity with Workday or similar HRIS
- Experience working alongside digital tools, workflow designers, or AI models is an advantage
- Excellent written and verbal communication skills, with the ability to translate complex processes into clear, usable content
- Strong interpersonal and coaching skills, with the ability to give constructive feedback and foster frontline development
- Analytical mindset with the ability to spot trends in service quality data and recommend practical improvements
- High attention to detail, quality, and governance in documentation and content lifecycle
- Proactive, collaborative, and comfortable operating across global and regional teams
Hybrid role: 3 days in the office, 2 days working from home
This role is based out of our HR Service Centre, Speke, Liverpool
Closing Date for Applications: Monday 21st July 2025
Our Benefits
CSL Seqirus is committed to attracting and retaining world-class employees who are valued for their contributions to achieving business objectives. Learn more about some of the benefits you can participate in when you join CSL Seqirus.
About CSL Seqirus
CSL Seqirus is part of CSL Limited (ASX: CSL). As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. Learn more about CSL Seqirus.
We want Seqirus to reflect the world around us
At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future. Learn more Inclusion and Belonging | CSL.
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