Job Description

About Us

Ocado Group is a global technology leader reinventing retail through AI and Robotic Engineering. While our technology powers the world’s most advanced fulfilment centres, our people drive our international growth.

We are now launching a new Global Shared Service Centre in Sofia. This hub is the strategic heart of our international finance and people operations, and we are looking for Employee Relations Advisors to join our growing team.

The Opportunity

As a Global Employee Relations Advisor, you won’t just manage cases—you’ll master them. Navigating a diverse, international landscape, you will own the end-to-end employee relations journey across multiple regions. You’ll serve as the bridge between global strategy and local impact, providing high-stakes, commercially-minded advice that balances legal rigor with cultural intelligence.

In this pivotal role, you are the face of our centralised expertise, replacing traditional in-country models with a seamless, world-class employee relations service. You’ll work hand-in-hand with People Partners to solve complex challenges, ensuring our culture and standards thrive in every corner of the globe.

Requirements

End-to-End Employee Relations Case Management

• Manage a high-volume caseload of employee relations matters end-to-end across multiple countries and regions
• Provide expert advice across a full range of ER issues including performance, absence, disciplinary, grievance, restructuring and dismissal
• Ensure all advice aligns with local employment legislation, global policies and internal frameworks
• Apply consistent decision-making within a standardised framework, while exercising judgement for local nuance
• Identify, assess and mitigate risk, escalating complex, high-risk or sensitive cases where appropriate
• Maintain accurate, auditable case records within HR systems and case management tools

Global Advisory & Stakeholder Support

• Provide timely, consistent and pragmatic advice to managers across multiple geographies and cultures
• Partner closely with in-country People Partners to ensure alignment on complex cases and local context
• Build credibility as a trusted global advisor while operating remotely from the business
• Support managers in navigating ER processes confidently and effectively

Service Delivery Excellence (SLA & KPI Driven)

• Deliver services in line with defined SLAs, KPIs and quality standards
• Prioritise and manage workload across competing demands and time zones
• Ensure a consistent employee and manager experience regardless of geography

Standardisation & Continuous Improvement

• Adhere to global processes and frameworks to ensure consistency and scalability
• Identify opportunities to improve processes, inefficiencies and enhance service delivery
• Support the development and maintenance of standard operating procedures, guidance and knowledge articles
• Drive alignment across the global advisory team to avoid regional inconsistencies

Data, Insight & Risk Management

• Use case data to identify trends, risks and recurring themes across regions
• Provide insights to People Partners and leadership to support proactive interventions
• Support reporting requirements and contribute to data-driven decision making
• Ensure compliance with audit, governance and risk frameworks

Capability Building

• Coach and guide managers on best practice employee relations approaches
• Promote early resolution and informal approaches where appropriate
• Deliver training sessions and support development of manager self-service capability

Essential Criteria

• Significant experience managing end-to-end employee relations cases independently
• Experience working across multiple countries or within a global / matrix organisation
• Strong understanding of employment legislation and ability to apply this across jurisdictions
• Experience operating in a high-volume, SLA-driven or shared services environment
• Ability to balance standardised processes with sound judgement and discretion
• Strong stakeholder management skills across different cultures and seniority levels
• Fluent in English (written and verbal)
• Excellent organisational and prioritisation skills
• Strong communication and influencing capability
• Experience with HR systems (e.g. Workday) and case management tools
• Ability to analyse data and identify trends and insights

Why you should join us

Sofia is the cornerstone of our global operations. You will work in a fast-paced environment where your work directly impacts the stability and growth of our international teams.

What We Offer You:

• Hybrid office attendance policy that sees you onsite 60% of your time
• 30 days of “Work from anywhere” program
• 25 days of annual leave
• 150 EUR monthly allowance for wellbeing or flexible expenses
• Enhanced maternity and paternity leave policy
• Medical plan including health & dental coverage
• Life and disability insurance
• Employee assistance program

Equal Opportunities Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.

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