Human Resources Services Delivery Specialist - Spanish speaker
WTW · Lisbon
About Us
WTW is an award-winning advisory, broking, and solutions company that supports clients worldwide in transforming risk into opportunities for growth. With a rich insurance heritage dating back to 1828, from the Titanic in 1912 to the Moon Buggy in 1971, WTW brings deep industry expertise and longstanding experience. Our WTW Regional Delivery Center, based in the heart of Lisbon, brings together a strong global team of more than 400 colleagues who deliver operational excellence every day through innovation and streamlined, efficient solutions.
The Opportunity
The HR Services Delivery Specialist - Spanish Market will be based in Lisbon and will provide HR operational support for Spain, with a strong focus on Spanish-language service delivery, employee lifecycle administration, HR case management and accurate execution of documented HR processes.
The role will act as a key Spanish-language resource within the Lisbon HR Services team, supporting Spain-related activities and working closely with Regional HR, Payroll, Employee Relations, HRIT and Global Process Owners to ensure consistent service delivery, clear handoffs and compliance with global and local process requirements.
What You’ll do
1. HR Case Management & Service Delivery
Within the agreed scope manage employee and manager inquiries through ServiceNow across agreed HR processes for the Spanish market.
Provide clear, accurate and professional support in Spanish and English, using approved policies, SOPs, templates and knowledge resources.
Review, document and follow up on HR cases through ServiceNow or other applicable case management platforms.
Resolve cases within the agreed scope of HR Services Delivery and coordinate with Regional HR, Payroll, Employee Relations, Legal, HRIT or other specialist teams when additional expertise is required.
Ensure complete and accurate case notes, resolution steps, follow-up actions and handoff information.
2. Employee Lifecycle & HR Transaction Processing
Support employee lifecycle activities for Spain, including onboarding, job changes, employee data updates, absence-related administration, documentation requests and offboarding activities.
Process agreed HR transactions accurately and in line with documented procedures, internal controls and service expectations.
Validate employee data and documentation to support accuracy, audit readiness and compliant execution.
Coordinate with Payroll, HRIT and process owners where transactions require system checks, data corrections, approvals or handoffs.
Support high-volume or time-sensitive activities while maintaining quality, accuracy and attention to detail.
3. Spanish Market Support & Process Knowledge
Support Spain-related HR operational activities by applying strong knowledge of HR processes, local practices and documented guidance.
Recognize when a case requires specialist input, legal interpretation, policy clarification or country-specific decision-making, and route it to the appropriate team.
Contribute to the maintenance of Spain-specific process documentation, SOPs, templates and knowledge articles.
Help ensure Spain-related HR Services activities are delivered consistently and within the agreed Delivery scope.
Act as a practical point of reference for Spanish-language HR Services activity within the Lisbon team.
4. Service Quality, Controls & Continuous Improvement
Apply agreed service standards, case categorisation, SLA expectations, internal controls and quality requirements.
Support case audits, data quality checks and documentation reviews where required.
Identify recurring operational issues, missing guidance, unclear handoffs or process gaps, and raise them for review.
Suggest practical improvements to increase efficiency, documentation quality and employee experience.
Participate in knowledge transfer, shadowing, reverse shadowing and operational readiness activities for Spain-related process transitions.
5. Stakeholder Communication & Collaboration
Work collaboratively with Regional HR, Payroll, Employee Relations, HRIT, Global Process Owners and other HR Services teams.
Maintain clear and professional communication with employees, managers and HR stakeholders.
Support smooth handoffs between Delivery and specialist teams, ensuring ownership and next steps are clear.
Build effective working relationships in a multilingual and multicultural environment.
Support a consistent service experience for Spain-related HR operational activities.