Senior HR Advisor, Escalations

Responsibilities

• Lead end-to-end management of complex client escalations involving multiple countries and cross-functional stakeholders, including payroll, benefits, legal, product, and operations.
• Navigate complex employee relations issues and cross-country employee termination matters across international employment frameworks, regulatory requirements, and time zones, partnering with local HR Advisory teams.
• Serve as the primary client-facing lead during escalations and complex employee relations issues; provide clear updates, manage expectations, preserve trust, and mitigate churn risk.
• Conduct structured intake assessments, define scope and severity, identify root causes, and build resolution plans with milestones and accountability.
• Coordinate across Product, EOR HR/Ops, Legal, Payroll, Operations, Sales, and other teams to align strategy, remove blockers, and drive timely execution.
• Establish escalation channels such as war rooms, executive updates, and structured cadences; define roles and decision-making pathways and maintain consistent documentation.
• Facilitate collaborative problem-solving and mediate competing priorities to drive aligned, solution-oriented outcomes.
• Conduct root cause analyses after resolution, identify systemic gaps, and implement durable process improvements.

Requirements

• 8+ years of experience in global HR operations, EOR services, client escalation management, or complex cross-functional program leadership in a fast-paced environment.
• Experience managing high-severity client issues involving multiple countries and cross-departmental stakeholders.
• Strong working knowledge of international employment frameworks, compliance considerations, and operational HR processes.
• Ability to influence senior stakeholders and drive alignment without direct authority.
• Experience handling retention-risk situations, including clients threatening churn or requesting executive visibility.
• Exceptional project management skills, including structured planning, risk assessment, and milestone tracking.
• Flexibility to operate across time zones and provide support outside standard business hours when required.
• Excellent written and verbal communication skills, including concise executive-level updates.
• Strong analytical and root cause investigation skills.
• High emotional intelligence and composure under pressure.