People Services Manager - Europe

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

The People Services Manager – Europe (PSM) is responsible for leading the delivery of efficient, high-quality People Services across the European region. The role focuses on operational excellence, consistent case management, service optimisation and close collaboration with People Business Partners, Centres of Excellence and HRIS.

As operational leader, the PSM ensures that employee and manager queries are handled accurately, consistently and within agreed service levels, while continuously improving processes, ways of working and the use of self-service solutions. The role plays a key part in supporting HR transformation initiatives and embedding scalable, data-driven People Services across Europe.

People Services & Case Management

• Lead and manage the European People Services Team, ensuring effective handling of employee and manager queries through the case management system in line with agreed SLAs and quality standards.
• Define service levels and performance metrics for People Services processes; regularly review performance, identify gaps and implement corrective actions where SLAs are not met.
• Coach and develop the People Services Team to deliver accurate, consistent and “right-first-time” responses, aligned with local country or studio requirements where applicable.
• Establish, review and maintain clear Ways of Working for the European People Services Team, including coverage models, escalation paths, triage processes, capacity planning and training needs.

Problem Solving & Operational Excellence

• Apply structured problem-solving approaches to resolve complex or recurring issues, plan communications, training, support for recurring requests or increase in help requests on specific topics.
• Work closely with CoEs, People Partners and other People Services Managers to align processes, share best practices and resolve cross-regional challenges.
• Partner with People Centres of Excellence and Senior People Business Partners to resolve complex queries or cases that fall outside standard policy.
• Provide structured feedback to COEs and Senior People Business Partners on recurring policy questions, trends or areas requiring clarification.
• Align with Senior People Business Partners on transition activities from country, cluster or studio-based support models into the People Services Teams.
• Collaborate closely with HRIS on system troubleshooting, access management and escalations.

Insights, Reporting and Data Integrity

• Provide regular insights and reporting on case volumes, trends and service performance to Regional People Directors and Senior People Business Partners.
• Ensure data accuracy and integrity through regular reviews of reports and system data.

Continuous Improvement

• Identify opportunities to improve service delivery, processes and employee experience across People Services and harmonize them globally, when possible.
• Support and drive continuous improvement initiatives in collaboration with HRIS, COEs and People Business Partners.
• Actively promote the adoption of employee and manager self-service tools and portals.

HR Systems & Configuration Support

• Partner with HRIS to support the rollout and integration of new Workday modules and system enhancements
• Initiate and support M&A-related requests for new studio set-ups, ensuring correct organisational structures and access are established.

Requirements:
• 5–10 years of professional experience in HR with solid exposure to HR Administration.

• Proven experience in leading, managing and developing HR teams.
• Strong background in HR transformation, including the design and implementation of new processes, policies and ways of working.
• Hands-on experience with Workday, including manager and employee self-service and case management tools (essential).
• Strong problem-solving and analytical skills, with experience using HR data and metrics to identify root causes and drive effective solutions.
• Proactive mindset, with the ability to anticipate change, identify opportunities and take ownership.
• Comfortable operating in complex, fast-paced environments, managing multiple priorities and shifting focus as needed.
• Demonstrated ability to partner with leadership teams, influence stakeholders and build effective working relationships at all levels of the organisation.
• Strong communication skills, with attention to detail and the ability to convey complex topics clearly and pragmatically.
• High level of accountability, reliability and ability to work both independently and collaboratively.
• Highly organised, flexible and able to manage workload effectively.
• Fluency in English is required. German is an advantage, but not mandatory.

Benefits:
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace, which provides for equal opportunities for all employees and potential employees.

Note to Recruitment Agencies

Please be advised that Keywords Studios does not consider unsolicited resumes, or any form of contact initiated by unauthorized third parties, including recruitment or placement agencies, unless a pre-existing, valid agreement is in place. Any fees incurred by unauthorized third parties will not be compensated by Keywords Studios.

Privacy Notice

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Europe

Area of Work: People & Culture

Service: Support Services

Employment Type: Full Time, Permanent

Working Pattern: Hybrid