EY-GDS- HR Generalist - Senior

People Consulting – HR Generalist

• At EY, we’re all in to shape your future with confidence.
• We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
• Join EY and help to build a better working world.

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

About the role

The HR Generalist plays a key role in delivering Global HR Service Delivery through seamless, high-quality support across the employee lifecycle.

This role combines end-to-end HR operations execution, process knowledge, and digital enablement to deliver a human-centric, compliant, and efficient employee experience.

Working within a clustered HR model supporting both assigned areas and broader team demand, the HR Generalist supports Tier 2 queries, manages HR transactions, and actively contributes to HR transformation, process design, and workflow optimization.

The role partners closely with other HR stakeholders to ensure accurate, timely, and seamless service delivery, while leveraging digital HR tools, automation, and AI-enabled content to continuously improve how work gets done.

Role focus: Operational excellence, employee experience, digital enablement, governance, and continuous improvement across the employee lifecycle.

HR Operations & Employee Lifecycle Management

• Manage end-to-end employee lifecycle activities, including hire, job changes, leave of absence, and termination.
• Actively drive deflection of Tier 1 queries to self-service and AI-enabled front door solutions, improving efficiency and employee experience.
• Resolve Tier 2 employee and manager queries across multiple channels, including calls, video, ServiceNow, HR portal, and email.
• Execute HR transactions in systems such as Workday and ServiceNow with high accuracy and timeliness.
• Govern and generate HR documentation, leveraging standardized templates and, in the future, AI-enabled document creation capabilities to improve speed, accuracy, and employee experience.
• Act as a human-in-the-loop reviewer for AI-generated content, ensuring accuracy, compliance, tone, and alignment with policy.
• Apply global HR standards consistently across lifecycle activities, ensuring governance, compliance, and local regulatory alignment.
• Enable and guide people leaders to navigate core HR processes using standardized guidance, self-service channels, and AI-enabled support, ensuring alignment with global standards while applying appropriate judgement for complex or sensitive cases.

Employee Experience & Service Excellence

• Deliver a human-centric experience, balancing digital solutions with personal interaction.
• Provide direct employee and people leader support across channels, including phone and video, ensuring complex or sensitive matters are handled with empathy and professionalism.
• Provide a seamless, consistent experience across all employee and manager interactions.
• Champion a culture of exceptional service, empathy, and responsiveness across People Solutions.
• Ensure a consistent and high-quality experience across the employee journey, from onboarding through exit.
• Support adoption of self-service tools, HR portals, and AI-driven HR solutions.

Process Improvement, Automation & Governance

• Identify opportunities for process improvement, simplification, and automation.
• Contribute to HR workflow optimization and continuous improvement initiatives.
• Support implementation of global process design and standardization.
• Maintain governance of HR knowledge content and contribute to AI-enabled knowledge and content ownership, for example for the HR Digital Partner.
• Ensure data accuracy, documentation, and compliance across all HR processes.

Data, Insights & Digital HR Enablement

• Ensure data integrity and accuracy across HR systems and reporting.
• Support reporting, dashboards, and insights to improve operational decision-making.
• Leverage digital HR tools and analytics to enhance service delivery and efficiency.
• Identify trends in queries and processes to inform improvements and proactive solutions.

Stakeholder Management & Collaboration (One HR)

• Partner with all stakeholders in the HR operating model to ensure aligned delivery.
• May act as a process and systems expert, supporting training and guidance where needed.
• Collaborate across global teams to deliver consistent and scalable services.
• Support cross-functional initiatives and contribute to HR transformation programs.

Key Skills & Capabilities

• Strong experience in HR Operations / Employee Lifecycle Management.
• Knowledge of HR systems such as Workday, SAP, and ServiceNow.
• Experience handling high-volume query resolution, including Tier 1 and Tier 2 queries.
• Strong focus on process design, continuous improvement, and automation.
• Proven ability to operate in a global, matrixed environment.
• Strong stakeholder management and communication skills.
• Ability to use data to drive insights and improvements.
• Demonstrated human-centric approach with focus on employee experience.

Experience & Qualifications

• Experience in HR Shared Services, People Operations, or Customer Care.
• Familiarity with case management systems such as ServiceNow and Workday.
• Experience with process improvement, transformation, or automation initiatives.
• Exposure to global HR processes and compliance requirements.
• Fluency in English; additional languages are advantageous.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.