Job Description
* Handle Tier 2 cases per service inventory, ensuring timely resolution within SLAs
* Collaborate with Tier 1, Tier 3, and other teams (EUS, Workplace, Payroll) for seamless case flow and service delivery
* Provide expert guidance on complex queries, escalating to Tier 3 when needed
* Track and document cases in the HR system, ensuring accuracy and compliance with policies and labor laws
* Identify process improvements to enhance efficiency and employee experience
* Support HR systems testing (SRT, UAT) to ensure smooth functionality
* Manage procurement tasks, including setting up new providers and processing purchase orders
Qualifications
* Tech savy - we use HR case management systems such as: (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
* 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)
Additional Information
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 globally.
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 globally.