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People Helpdesk Team Leader

4 months ago

Pasay, National Capital Region, Philippines Betting & Gaming Limited Full time

Purpose of role
We're Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating
the most exciting and trusted experience for our customers, revolutionizing the gambling space as we go.
We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and
growth, we will transform our sector for our players, for ourselves and for the good of entertainment.
Our established Global People Services and Operations team strives to create and deliver a seamless and
positive employee experience across the entire employee lifecycle. Our aim will be to develop efficient and
simple people processes, systems, and to maximize our technology.
We are seeking a People Helpdesk Team Leader who will form part of the People Services and Operations
function for Manila and will focus on overseeing the local Operations Team to ensure Entain supports all
transactional needs of our customers. Your responsibilities will encompass delivering a top-tier service to
both employees and managers throughout the entire employee life cycle. This involves offering expert advice
and guidance through various channels, including live chat, telephone, our People Hub and case
management system.
You need to have a passion for change, as we are always looking to improve our processes and procedures
across the People Services and Operations function. You will also be an individual who revels in a fast-paced
environment, who can own a task and complete it to the best of your ability.
You will collaborate with your peers internationally, keeping up to date with Global People Services to
proactively plan service delivery.

Key responsibilities
− Provide leadership and accountability for your tower in Helpdesk; executing and resolving first-line
People queries and requests from Entain colleagues and wider people team globally via multiple
channels (Live Chat, telephone, or the case management system).
− Utilize the HR case management system to efficiently manage workloads and ensure effective
delivery of tasks within specified service-level requirements. These requirements include factors
like resolution time, productivity, and quality.
− Support with shift workload management, endorsement to the next shift as applicable, and
providing shift workload reports, raising any discrepancies as identified.
− Act as a point of escalation and support for Senior Coordinators, addressing complex challenges
related to specific processes or experience journeys within Helpdesk.
− Ensure a high level of confidentiality is maintained in all aspects of work and ensure that
ServiceNow accurately reflects the contact and the advice provided.
− Conduct Quality Assurance checks on team-delivered work and support in identifying trends to
support overarching team goals.
− Provide coaching and guidance to junior team members, assisting in their professional
development within Helpdesk team.
− Support building and developing a highly capable team in Helpdesk through recruitment, training,
and ongoing development.

− 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.
− Support with ad-hoc projects, contributing your expertise to ensure successful project outcomes.

Key Accountabilities

• Conduct 121's with the team and deliver performance appraisals, probationary reviews, return-towork interviews and other such activities.

• Process all People Service team administration including annual leave, sickness, shifts and ensure
all is accurately reflected in Oracle Cloud.

• Deal effectively with non-compliance employee complaints on HR service delivery related issues,
liaising with Global People Operations Manager and dealing with service recovery.

• Conduct Root cause analysis to resolve unexpected results, documenting findings to drive process
change

• Understand the needs of employees and continuously seek to improve experience and
satisfaction.

• Ensure compliance with employment legislation, Entain policies and procedures.

• Promote self-resolution tools and take time to coach employees to use these tools effectively.

• Contribute to process improvement initiatives and support the writing of the associated
documentation, including process maps, work instructions and "How to Guides".

Specialist skills and experience

• Strong understanding of HR lifecycle processes and experience in their end-to-end execution
globally.

• Need to have at least 5 years' progressive experience of working in HR Operations/HR Shared
Services, or Customer Service/Service Delivery role, dealing with simple to complex queries and
requests, providing resolution within service level expectations.

• Team player with a willingness to collaborate with peers.

• Knowledge of Oracle, ServiceNow, and Microsoft applications.

• Excellent verbal and written communication skills in English

• Excellent administrative skills.

• Quick learner who thrives in a fast-paced environment.

• Willingness to learn global labour laws

Can't find a role that fits right now? Connect with our talent community, and we'll keep you updated on new opportunities that match your interests, upcoming events, and stories from our team.

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