People Operations Coordinator

Unternehmensbeschreibung
- At Entain, we are dedicated to being the world leader in sports betting and gaming entertainment, creating the most exciting and trusted experiences for our customers. With a focus on sustainability and growth, we are transforming our sector for our players and ourselves. Our Global People Services and Operations team is integral to this transformation, striving to deliver a seamless and positive employee experience across the entire employee lifecycle. Our mission: excite employees and drive innovation - and we need you for thisStellenbeschreibung
- Handle Tier 2 cases as defined by the service inventory, ensuring timely and accurate resolutions in line with service-level agreements
- Collaborate with Tier 1 (first-line support) and Tier 3 (specialist or escalation teams) to provide seamless case resolution and ensure proper case flow between different levels
- Provide expert guidance on more complex people queries and processes, guiding Tier 1 teams where necessary and escalating to Tier 3 when issues require deeper expertise
- Coordinate with local EUS, Workplace, Payroll, and other relevant teams to ensure cohesive service delivery and issue resolution
- Maintain service excellence by resolving all cases to a high standard, following internal policies and processes, while meeting or exceeding key performance indicators
- Utilize the HR case management system to track and document all case activities, ensuring data accuracy and transparency
- Ensure compliance with company policies, local labor laws, and standards while handling cases
- Identify opportunities for improving people processes and service delivery, providing feedback to enhance efficiency and the employee experience
- Act as a liaison between different levels of HR support, ensuring smooth communication and coordination between Tier 1, Tier 2, and Tier 3 teams
- Promote the use of self-service tools and resources by employees and managers, providing coaching on how to effectively use these tools
- Assist with Service Rehearsal Testing (SRT) and User Acceptance Testing (UAT) for HR systems as needed, ensuring smooth system functionality

Escalate complex or unresolved issues to Tier 3 or other relevant teams, ensuring thorough follow-up and resolution

Qualifikationen
- Proven experience in HR operations or people services, ideally in a Tier 2 or similar role, handling complex HR queries and processes
- Strong knowledge of local employment laws and regulations, with the ability to ensure compliance in all people-related matters
- Experience using HR case management systems (e.g., ServiceNow, Oracle HCM) for tracking and resolving employee cases
- Familiarity with HRIS (Human Resources Information Systems) and experience with system testing, such as Service Rehearsal Testing (SRT) and User Acceptance Testing (UAT)
- Excellent communication skills, both written and verbal, with the ability to provide clear guidance and support to employees and managers
- Strong problem-solving abilities and a proactive approach to resolving complex employee issues and HR challenges
- Collaborative team player, able to work effectively with Tier 1 and Tier 3 teams, as well as other departments (e.g., Payroll, Legal, IT)
- Attention to detail and strong organizational skills, ensuring accuracy in documentation and case management
- Ability to manage multiple cases simultaneously, prioritize tasks, and work in a fast-paced environment while maintaining service-level agreements
- Knowledge of process improvement methodologies and experience in identifying areas for operational enhancements within people services

Proficient in Microsoft Office Suite and other business tools (e.g., Teams, Outlook)

Zusätzliche Informationen
- Customer-Centric Approach: Deliver exceptional customer service with a focus on efficiency and satisfaction.
- Problem Solving: Proactively search for information to resolve complex queries and provide accurate guidance.
- Adaptability: Flexibility to adapt to changing processes and technologies.
- Continuous Improvement: Commitment to identifying areas for improvement and contributing to the enhancement of service delivery
- Cultural Sensitivity: Respect for and understanding of diverse cultural backgrounds and practices.

**Why Entain?**
Here, you'll join a global team transforming not just the industry but the workplace itself. Passion, innovation, and genuine collaboration drive us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globa