Senior Specialist, People Operations Transformation

Senior Specialist, People Operations Transformation is a strategic transformation role responsible for strengthening People Operations and Payroll through improved data governance, process effectiveness, operational controls, reporting, systems enablement and automation. The role is not accountable for day-to-day operational execution; instead, it focuses on designing, improving and implementing sustainable, scalable and efficient ways of working across People Operations and Payroll.

The role owns the continuous improvement of People Experience across key operational touchpoints, including preboarding, offboarding, leave management, query management, employee lifecycle administration and employee and manager satisfaction measurement. While the role remains closely connected to operational realities, this is through data, insights, stakeholder feedback and process review rather than direct operational delivery.

As the primary subject matter expert for People Operations and Payroll data quality, operational controls, systems enablement and transformation initiatives, the Specialist is accountable for strengthening data integrity, applying a Six Sigma approach to measuring process effectiveness, establishing sustainable controls, improving operational reporting and driving automation. This includes supporting the implementation of ServiceNow HRSD, introducing automated workflows and working closely with GBS to identify opportunities for robots and automation that reduce manual effort and improve service consistency.

The role works closely with GO People Operations, Payroll, GBS, People Experience, Employee Relations, and other relevant stakeholders to translate operational requirements into scalable processes, technology enhancements, automated workflows and more efficient ways of working. The role also brings external insight into People Operations and Payroll by identifying best practice, latest research and inspiration from other organisations to continuously improve the employee and manager experience.

Strategic Accountabilities

• Service design and operating model: Define and improve scalable People Operations and Payroll processes, service standards, ownership models, hand-offs and escalation routes in line with the One Team model and the future tiered Service Delivery Model.
• Data governance and controls: Establish governance standards, control requirements, reconciliation principles and audit-ready evidence standards across People Operations and Payroll.
• Systems and HRSD enablement: Own strategic requirements for SuccessFactors and ServiceNow HRSD, translating business needs into process design, workflow requirements, system enhancements, testing, training and adoption plans.
• Automation and robotics: Identify opportunities to reduce manual effort, variation and repetitive work through automated workflows, robotics and close collaboration with GBS.
• Insights and continuous improvement: Use KPIs, process measures, satisfaction data, stakeholder feedback, external best practice and latest research to identify priorities and drive sustained improvement.
• Change and implementation: Lead structured implementation of transformation initiatives, including stakeholder engagement, communications, change planning, adoption and handover into business ownership.

Key Success Measures

• Improved data accuracy, control effectiveness and audit readiness across People Operations and Payroll.
• Reduced manual effort, errors, rework and process variation through automation, robotics and improved workflows.
• Successful implementation and adoption of ServiceNow HRSD and the tiered Service Delivery Model.
• Clearer service ownership, escalation routes, standards and hand-offs across People Operations, Payroll and relevant People Experience touchpoints.
• Improved employee and manager satisfaction through simpler, more consistent and insight-led service delivery.
• Use of a Six Sigma-inspired measurement approach to define baselines, track errors and rework, identify root causes and evidence sustained process improvement.
• Delivery of agreed transformation milestones with sustainable handover into business ownership.

Fit within the One Team People Operations Model

• Employees and managers are supported collectively by the operational People Operations and Payroll teams, rather than through dedicated Business Unit alignment.
• The wider People Operations role design preserves the One Team model while creating clearer specialist ownership and protected capacity for agreed focus areas.
• Operational specialists and associate specialists deliver day-to-day employee and manager services; this role complements them by creating the conditions for those services to become more scalable, automated, data-led and consistent.
• This role strengthens the foundations that enable consistent service delivery, including standards, governance, controls, reporting, automation, systems, HRSD enablement and service design.
• Day-to-day operational execution remains with the relevant operational teams; this role focuses on strategic improvement, implementation and enablement.
• Transformation priorities are informed by operational insight from operational teams, Payroll, Employee Relations, People Experience, GBS and People Experience & Services, but remain focused on scalable, future-ready solutions rather than live case delivery.

Fit within the Wider People Experience Team

The Senior Specialist, People Operations Transformation also plays an important enabling role across the wider People Experience team. While the role is anchored in People Operations and Payroll transformation, its impact extends across People Experience, Employee Relations and Talent Acquisition because these areas are connected through shared employee and manager journeys, service touchpoints, data, systems and process hand-offs.

Within the wider People Experience team, this role helps turn strategic priorities into practical, scalable service improvements. It supports a more joined-up employee and manager experience by identifying where processes, technology, automation, knowledge, controls and service standards need to be better connected across the full employee lifecycle — from attraction and hiring through preboarding, employment, employee relations matters, leave management, query resolution and offboarding.

• People Operations and Payroll: strengthens the core service delivery model through data governance, automation, HRSD implementation, controls, reporting and process effectiveness.
• People Experience: ensures operational touchpoints are designed around a simple, consistent and positive employee and manager experience, using satisfaction data, best practice and external insights to inform improvements.
• Employee Relations: works closely with the Manager, Employee Relations to ensure processes, hand-offs, documentation, escalation routes and service standards support compliant, consistent and sensitive handling of employee matters.
• Talent Acquisition: connects hiring, preboarding and onboarding touchpoints so candidates, new joiners, hiring managers and People teams experience a clear, consistent and well-managed transition into employment.

In this way, the role acts as a strategic connector across the wider People Experience team. It does not own the functional agendas of People Experience, Employee Relations or Talent Acquisition, but it helps ensure that the processes, systems, data, automation and service design behind those agendas are joined up, measurable and scalable. This makes the role critical to building a more consistent, insight-led and future-ready employee and manager experience across the organisation.

Why Pandora?

This is your opportunity to join a global brand at a transformative moment. You’ll work with passionate colleagues, senior leaders, and cross-functional teams to shape the future of cost management at Pandora—making a real impact on our ability to grow and thrive.

Did We Get Your Attention?

We hope you got all your questions answered and feel confident applying for this position. If you see yourself in the role and would like to become a part of Pandora’s future, please do not hesitate to apply.

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site: www.pandoragroup.com