People Services & Operations Service Delivery Specialist

Company Description

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.

Job Description

Our People Team strives to deliver an efficient, high-quality, and customer centric People 
Services & Operations function. The team ensures global & local support of our People 
throughout their employment journey from onboarding to exit.

The People Services & Operations Support Service Delivery Specialist (SDS) reports directly to 
the People Services & Operations Support Partner or Manager. The main responsibility of the 
SDS is to support the overall operational excellence of the People Team by analyzing operations 
processes, identifying & coordinating opportunities for improvement, tracking initiatives, 
representing the team in cross functional global meetings and projects, performing and 
coordinating system activities such as requirements gathering and end user testing, managing
operational reports, and/or overseeing project operations. This role will have high focus on 
process design and end to end knowledge content life cycle.

The SDS will serve as a Continuous Improvement Champion to the Global People Team.

What you will do

Primary Responsibilities:

• Lead Process Design activities from the discovery of current process and workflows, transform product requirements & business processes to align with system design delivery, up to rollout facilitation of “to-be” process based on change roadmap.
• Oversee the full Knowledge Management lifecycle: from Creation, Review, 
• Publication, Amendment, to Retirement of contents on the employee HR Portal following the set Content Management Governance.
• Collaborate with the whole People Team to ensure that we deliver high quality 
• Knowledge Contents that are relevant, up to date, simple, and promotes Self 
• Service and reduce dependency on helpdesk support.
• Analyze usage and effectiveness of knowledge content, providing insights and 
• recommendations for improvement.
• Review (evaluate and prioritize), coordinate, and monitor Operations-led CI initiatives.
• Conduct CI Events such as Kaizen, Tools, and Methodologies workshops introducing CI to Operations to help improve internal CI management and influence 

Secondary Responsibilities – related to other Operations Support Towers, as needed:

• Support the delivery of Quality Assurance Framework by monitoring Operations’ audits for transactions handled by our People Operations and Helpdesk Teams  within various channels. 
• Drive service delivery and customer excellence mindset within a People Team to support them with conducting randomized audits, Quality Talk Sessions, and provide advice to People Services and Operations teams. 
• Conduct Process Review and Alignment, Quality Calibration, Training Needs 
• Analysis & Research, Curriculum & Content Development, and Process & Skills Training.

Qualifications

• At least 2 years of solid HR Shared Service Support Experience, with 1 year of it in a 
• Process Excellence and/or Knowledge Management field
• Passionate about Continuous Improvement, operations framework implementation, and service performance monitoring
• Excellent attention to details and communication skills (verbal and written)
• Highly analytical and confident in Reports Management
• Experience in conducting impact assessment
• Demonstrate the ability to effectively assess and resolve complex issues and problems
• Strong problem-solving and decision-making abilities
• Adept in Root Cause Analysis, Escalation management & investigation, internal control audits (or equivalent)
• Knowledge in Project Management Basics
• Experience in System Testing (UAT), Training Facilitation, and Process Design & Documentation
• Can confidently represent the team in cross functional & global environment
• High proficiency in Microsoft Tools such as Excel (including Macro creation), Word, Visio, and Powerpoint (and online equivalent)
• Dashboard creation and maintenance
• CI coordination and communication
• Familiarity with HR Tools such as ServiceNow and Oracle

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact 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 globally.