Job Description

Overview

Global Mobility is transitioning from an operational support function to a strategic, data led capability that enables effective deployment of talent, cost control and firm performance. The function operates a centralised model, combining policy, vendors, technology and shared services to deliver consistent, scalable and commercially disciplined mobility solutions aligned to workforce planning and the firm’s priorities.

Role Summary

This role is the operational lead for Global Mobility delivery across UK, EAME, MENA and Asia, with accountability for service delivery, workload management and operational performance.

It owns operational performance across volumes, ensuring capacity aligns to demand and work is allocated and managed effectively across the team, including supporting complex and priority operational caseload. The role drives service quality, delivery consistency and efficient case progression. The position ensures policy is applied in practice, risks are appropriately escalated and stakeholders receive a clear, responsive and well-managed service.

It plays a critical role in embedding the global mobility / HR Shared Services operating model, improving workflows, supporting automation and strengthening reporting to enable a more efficient and scalable delivery approach

It will also play an important role in delivering key projects as they arise.

Key Projects & Priorities

• Embed workflow and automation into business-as-usual delivery to improve efficiency and scalability
• Ensure consistent and practical application of policy to support controlled compliance and predictable outcomes
• Establish the global mobility / HR Shared Services operating model with clear ownership, accountability and placement of work
• Define and implement SLAs to improve case management, timelines and service quality
• Strengthen workload planning and capacity management to align delivery with demand
• Drive consistency across regions and case types to reduce variability and operational risk

Key requirements

Operations & Delivery

• Own workforce capacity planning, workload forecasting and prioritisation aligned to mobility volumes and business demand.
• Manage case allocation, workload and delivery priorities across the team
• Ensure cases are progressed consistently, efficiently and to the required standards
• Track and manage cost of delivery, identifying opportunities to improve efficiency and reduce spend.

Operating Model

• Embed the Global Mobility delivery model in practice
• Ensure work is allocated to the right team with clear ownership and escalation points
• Reduce duplication, inefficiencies and hand-off issues
• Ensure processes are practical, repeatable and easy for the team to follow
• Support transition of operational activity into HR Shared Services or into GM HR Shared Services where appropriate

Team Leadership

• Lead Global Mobility execs day to day
• Set clear priorities, expectations and ways of working
• Drive process discipline across workload, quality and timelines
• Support team development and create clearer opportunities
• Hold the team accountable for delivery standards and outcomes

Policy, Risk & Compliance

• Ensure consistent application of policy across all mobility case types
• Identify, escalate and manage operational risks effectively
• Work with Global Mobility Lead on policy interpretation, exceptions and controls
• Ensure compliance requirements are embedded in delivery
• Maintain consistent case handling across regions and mobility types

Technology, Workflow & Reporting

• Embed workflow, automation and reporting into BAU delivery
• Define and track KPIs across delivery such as cycle times and SLAs
• Use data to monitor volumes, workload, cycle times and service performance
• Identify process gaps and implement practical improvements
• Support technology implementation from an operational perspective
• Ensure automation improves service quality rather than adding complexity

Vendor Coordination

• Manage vendor activity within case delivery
• Resolve operational vendor issues quickly
• Partner with Policy & Vendor Manager on service performance and escalation themes

Stakeholder Delivery

• Drive a consistent and positive experience for colleagues, HRBPs, Team Leaders and Partners across all mobility activity.
• Monitor colleague experience and identify opportunities to improve the mobility journey.
• Partner with HRBPs and firm stakeholders on active mobility matters
• Provide clear updates on case progress, risks and delivery timelines
• Improve visibility and confidence in the GM service model
• Manage expectations where capacity, policy or timing creates delivery constraints
• Provide insight and data to support workforce planning and mobility decisions

Key capabilities

• Strong operational experience, in a professional services/legal environment – 5 years +
• Experience managing complex, high-volume casework
• Strong workload, capacity and prioritisation skills
• Ability to lead teams through change while maintaining delivery
• Strong process improvement and problem-solving capability
• Confident working with HR, senior stakeholders and managing expectations
• Good understanding of risk, governance and compliance in an operational environment

Inclusion

Freshfields is an equal opportunities employer and all applications received by the firm will be considered on the basis of their merit alone. We welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK in the role in question and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only if and when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case-by-case basis and take a number of relevant factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.