Onboarding Operations Lead

Role Overview

• Investigate and help resolve complex operational challenges faced by onboarding and mobility specialists across global operations, working with minimal supervision.
• Take a forward-thinking and highly engaged approach to partnering with clients, employees, and internal stakeholders to ensure operational issues are resolved effectively and sustainably.
• Collaborate closely with your manager to deliver internal projects spanning operational improvement, system optimisation, workflow automation, and post-implementation measurement.
• Observe onboarding and mobility workflows and provide structured recommendations to Product and Engineering teams on system enhancements, automation opportunities, and tooling improvements that benefit both internal teams and external users.
• Provide support to onboarding specialists during escalations and contribute to post-incident analysis, documentation, and recommendations.
• Act as the initial escalation point for operational issues raised by cross-functional partners, ensuring timely resolution within SLA timeframes and identifying opportunities for longer-term operational or system improvements.
• Partner with your manager to design and implement initiatives across onboarding operations, including improvements to HR processes, SOPs, metrics, workflows, and supporting systems.
• Serve as the formal first-line escalation owner for operational concerns, identifying root causes through review of available information, facilitating collaboration across teams, and providing sound judgement, mentorship, and direction.
• Analyse, design, and execute technical and automation improvements within onboarding and mobility-adjacent systems to improve efficiency, accuracy, and scalability.
• Contribute to the ongoing refinement and maturity of operational processes managed globally by the onboarding and mobility team.

Requirements

• Demonstrated capability to operate independently within operations, delivering work that spans beyond individual tasks and contributes to team-level outcomes in a global environment.
• A manager of one who operates with strong ownership and autonomy, able to identify what needs to be done, set direction, and deliver outcomes independently in a fast-moving environment.
• Strong operational expertise across a wide range of global countries and regions.
• An analytical mindset with excellent problem-solving abilities.
• Ability to adapt to a fast-paced, international environment while working autonomously and making a meaningful impact.
• Comfortable moving from “scout to scale”, taking initiatives from early exploration through to sustainable delivery.
• Strong capability and focus on SLAs, operational metrics, and performance outcomes.
• Demonstrated aptitude and appetite for innovating and optimising processes, including delivering automation and systems improvements.
• Strong, demonstrable technical expertise in HR and operations systems, with a technological mindset and hands-on exposure to workflow automation, system configuration, and integrations.
• Experience supporting cross-functional HR lifecycle operations (e.g. onboarding, mobility, transitions) in a global environment.
• Experience translating operational requirements into system or automation enhancements in partnership with Product, Engineering, or IT teams.
• Proven ability to manage and deliver projects assigned by a manager, from initiation through execution.
• Excellent communication, influencing, conflict management, and negotiation skills, with the ability to lead complex conversations independently and constructively.
• A strong understanding of asynchronous work and a demonstrated history of working effectively in distributed teams.
• High level of proficiency in English, both written and spoken.

Benefits

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces