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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