Redesigning People Operations to scale through structure, role clarity and tech‑enabled operations.

Client Profile
Real Estate Startup · 200 employees · Project Value: €8,500

Challenge
As the company grew, People Operations had become inefficient: senior team members carried most of the complex work while others were stuck in low‑value admin tasks. Employee requests arrived through individual inboxes, creating no visibility on workload, case types or bottlenecks. Without data, the HR Director couldn’t identify where to upskill the team, improve processes or invest in.

What Was Delivered
I partnered with leadership to redesign POps into a scalable, structured function.
This included defining an evolved POps profile with clear skill expectations across levels, enabling a generalist, future‑ready team. I designed and implemented a three‑tier (L1–L2–L3) case triaging system to distribute work by complexity and risk, ensuring balanced workloads and visibility on case types.
A case‑ticketing and project‑management system was deployed, giving the team transparency on volume, progress, dependencies and recurring issues.
Finally, key preboarding and onboarding processes were automated through the existing tech stack, freeing time for Business Partnering and added‑value activities.

The Impact (of adopting this approach)
A structured POps model enables better workload distribution, stronger generalist capability and a clear operating rhythm. Ticketing provides insight into patterns, risks and needs, empowering the People leadership to invest where it matters. Automation reduces admin load and elevates performance and value., by freeing up time for those activities that do make a difference in an organisation