People Operations Coordinator

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

As part of our established Global People Services and Operations team, we are committed to delivering a seamless and positive employee experience throughout the entire employee lifecycle. Our focus is on developing efficient, streamlined people processes and systems while leveraging technology to its full potential.

In this role, you will work closely with our dynamic People Services and Operations team, as well as the broader People function, to support both the business and employees. Your key responsibility will be to ensure the timely and accurate execution of Tier 2 people tasks and processes.

You will provide high-quality query support and people services to employees and managers across the employee lifecycle. This includes offering expert advice and guidance through our case management system, the People Hub. Your ability to deliver exceptional support will be instrumental in maintaining a positive employee experience.

• 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
• Attend and conduct Hacienda, Labour and any other relevant inspections
• Set up new providers in our Procurement module
• Liaise and book any relevant trainings/healthcare checks via our H&S Provider
• Process any relevant Purchase Orders

 

• 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)