Responsibilities

• Provide end-to-end HR Operations support to employees, line managers, and local HR.
• Execute complex Local HR Processes, in line with existing policies and procedures, ensuring high-quality data management in Shell People and documentation, including ongoing employee support.
• Manage cases according to established ways of working, including:
  • Using the EIC (Employee Interaction Centre) tool to log queries and updates, create tickets, and ensure closure of tickets.
  • WIP management, keeping customers updated on the status of open cases.
  • Taking ownership of end-to-end processes.
  • Handing‑off cases to other teams in HR Services as required.
  • Dealing with third party service providers.
  • Meeting established KPIs and SLAs.
• Escalate complex queries promptly to senior advisors, SMEs, and policy teams.
• Act as a country or process focal point when necess...