Company Description
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 this!
Job Description
As the Global People Operations Manager, you will be a key player in leading a dynamic and diverse team based in multiple countries or locations. Your primary responsibility is to provide strong leadership to a multinational team ensuring service delivery SLA’s and QA are met and the teams are aligned to the wider People Services and Operations strategy.
In this role, you will spearhead globally consistent end-to-end People processes, leveraging your leadership acumen to drive excellence in service delivery. Your strategic vision will guide the team through simplification and Brilliant Basics projects, ensuring streamlined operations and a positive employee experience for our global workforce.
You will serve as the central point of escalation for complex issues, providing expert guidance and solutions. Your role is crucial in fostering collaboration, efficiency, and continuous improvement, influencing positive changes in the People Services landscape. This role will challenge the way services are delivered today to bring positive change enabling PS&O to meet it’s strategic objectives.
Key Responsibilities
- Provide comprehensive leadership and accountability for the Operations service delivery, ensuring high-quality and positive experiences.
- Build and develop a highly capable Operations team through recruitment, training, and ongoing development.
- Support the deployment of the PS&O strategy in collaboration with the wider People Services & Operations teams.
- Champion company values and ensure team behaviours align with the organizational culture.
- Foster a culture of continuous improvement within the team, embracing ongoing changes and
- guiding the team through transformative changes.
- Act as a point of escalation and support for direct reports, addressing complex challenges related to specific processes, local regulatory or employment labour code and experience journeys within Operations.
- Collaborate with wider teams to ensure the execution and adoption of process and experience changes.
- Engage Operations Partners to drive process consistency globally and coordinate efforts towards global process improvement.
- Manage and maintain the Service Inventory in collaboration with Operations Support and peers to ensure the services delivered are efficient and effective for the business.
- Coordinate efforts globally, ensuring a consistent approach to user support and issue resolution across various regions.
- Partner with Operations Support to build a framework to enable your delivery and assist with implementing changes from continuous improvement initiatives and transformative projects.
- Maintain positive QA within the teams through mentoring, monitoring, and close partnership with Operations Support.
- Ensure resources within the service inventory are allocated effectively to meet business demands and maintain high-quality service delivery.
- Partner with Helpdesk to ensure Service Inventory is adopted and resources are utilised to benefit service delivery and strategic goals.
- Establish, communicate, and ensure adherence to SLAs within the service inventory, providing clear expectations for service delivery timelines and quality standards.
- Maintain positive relationships with stakeholders both within and outside of the People Team to ensure People Operations remain an effective and deliberate department.
- Support with ad-hoc projects and deliverables within the scope of the People Operations Manager role.
- Challenge assumptions and escalate barriers in order to continue effective service delivery
Qualifications
- Proven leadership experience with a track record of building and developing high-performing teams.
- Strong understanding of HR lifecycle processes and experience in their end-to-end execution globally
- Excellent communication, collaboration, and stakeholder engagement skills.
- Commitment to continuous improvement and the ability to guide teams through change.
- Experience in documentation, knowledge management, and compliance.
- Ability to work closely with cross-functional teams and drive global process consistency.
- Familiarity with HR technology solutions and tools is advantageous.
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.
