Role Description As a Team Leader within our 24/7 Assistance function, you’ll be responsible for overseeing service delivery, ensuring high standards are maintained, and supporting your team to succeed. - Lead, coach, and support a team of Case Managers to deliver excellent service - Act as the first point of contact for queries and escalations - Promote a positive, high-performance team culture - Support training, development, and performance management - Monitor call performance, inboxes, and team productivity - Ensure cases are handled accurately, efficiently, and in line with policy and regulatory standards - Maintain oversight of workflows, ensuring tasks are prioritised and completed - Identify and escalate service issues and drive improvements - Ensure all interactions meet high standards of professionalism and empathy - Manage escalated cases and authorisations - Support SLAs, KPIs, and client expectations - Maintain accurate system records and reporting - Drive service improvement and operational efficiencies - Collaborate with the wider management team - Support reporting, data validation, and month-end processes Qualifications - Proven experience in a Team Leader or senior Case Manager role (3+ years preferred) - Strong leadership and people management capability - Excellent communication and interpersonal skills - Ability to perform under pressure in a fast-paced environment - Strong organisational skills and attention to detail - Commercial awareness with a customer-first mindset - Desirable: Experience in insurance, healthcare, or claims - Knowledge of FCA/FOS regulations - Understanding of insurance and claims practices Requirements - Competitive salary + £5,000 night shift allowance + 5% performance bonus - Fully remote working - Structured training and ongoing support to help you succeed - Opportunity to gain experience within international private medical insurance - A collaborative, professional, and supportive working environment Benefits - Bupa dental cover to support your oral health - Health Shield cash plan (including optical and everyday healthcare) - Comprehensive travel insurance for added peace of mind - Royal London pension scheme to support your future - Death in service benefit for financial protection - Paid volunteer days to give back to causes that matter to you - Birthday day off + Christmas Eve off - 22 days holiday + 8 bank holidays (increasing to 30 days with tenure, pro-rated depending on shift pattern)

• Migrate workflows from Moveworks to the Serval platform. • Translate existing business processes into automated AI-driven workflows. • Analyze and redesign legacy workflows for the new platform. • Build, configure, and optimize orchestrations within Serval. • Integrate APIs and enterprise systems into workflow automations. • Work closely with business stakeholders to gather requirements and convert them into scalable technical solutions. • Use AI-assisted development tools to rapidly prototype and implement workflows. • Support testing, troubleshooting, and optimization of orchestrated processes.

Role Description We are looking for EOR HR Advisors to provide accurate, compliant, and practical HR guidance across multiple countries under our Employer of Record (EOR) model. In this role, you will advise customers and internal teams on local employment practices, statutory requirements, and employee lifecycle matters—ensuring compliance while enabling smooth day-to-day operations. You will work closely with Legal, Payroll, Benefits, Support, and Customer Success teams to deliver consistent, high-quality HR advisory at scale. What You’ll Do - HR Advisory & Case Management - Provide HR advisory support across multiple countries covering: - Hiring & onboarding - Employment contracts & amendments - Probation & performance management - Leave management & statutory benefits - Employee relations & disciplinary matters - Terminations, notice, and offboarding - Interpret local labor laws and apply them correctly within an EOR context. - Handle advisory cases end-to-end with clear documentation and risk awareness. - Compliance & Risk Awareness - Ensure all guidance aligns with local labor laws, statutory requirements, and EOR risk frameworks. - Identify high-risk scenarios and escalate appropriately to Legal or senior HR leadership. - Stay current on regulatory changes across supported countries. - Cross-Functional Collaboration - Partner closely with Payroll and Benefits teams to ensure HR guidance aligns with payroll execution and statutory compliance. - Work with Customer Support and CSMs to resolve customer queries accurately and efficiently. - Support Sales and Solutions teams with HR input on complex or pre-sales scenarios when required. - Knowledge & Documentation - Contribute to country-specific HR playbooks, decision trees, and advisory templates. - Help maintain internal knowledge bases and customer-facing guidance. - Share recurring issues and insights to improve processes and reduce repeat queries. - Customer Communication - Deliver clear, professional, and empathetic communication to customers. - Translate complex legal requirements into practical, actionable guidance. - Support customers through sensitive employee situations with confidence and clarity. Qualifications - 5–8+ years of experience in HR, Employee Relations, or HR Advisory roles. - Hands-on experience with multi-country employment regulations. - Prior exposure to EOR, PEO, global HR, or international employment is strongly preferred. - Strong understanding of employment lifecycle risks and compliance. - Ability to manage multiple advisory cases simultaneously. - Excellent written and verbal communication skills in English. - Detail-oriented, structured, and comfortable working in high-compliance environments. What Success Looks Like - Accurate, timely HR advice across supported countries. - Low error rates and minimal compliance escalations. - Strong trust from customers and internal teams. - Clear documentation and repeatable advisory patterns. - Smooth collaboration across Payroll, Legal, and Support teams. Benefits - High-impact role with the chance to play a key role in a rapidly growing company. - Work with a passionate, energetic, and diverse team. - Competitive benefits, recognition programs, and career development opportunities. - Comprehensive health insurance coverage for you and your family’s well-being. - Generous holiday policy. - A company that genuinely invests in your professional success. Equal Employment Opportunity Multiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• Engage in structured conversations with an AI system • Provide clear and constructive feedback on AI responses • Evaluate the AI's communication for empathy and appropriateness • Contribute to the development of more responsible AI interactions