Manager, P&C Service Operations

The Manager, Service Operations - People and Culture (P&C) will lead a Service Operations team based in EMEA.You'll be responsible for managing, and reviewing performance, assigning work, and coordinating all aspects of our service operations function to ensure the team meets or exceeds all service levels. You will drive automation and process improvement opportunities across the Service Operations team and work with the P&C Service Delivery team to design and implement your ideas. This role requires attention to detail, latitude, and discretion to prioritize the service queue in real-time.  Successful candidates will have built relationships across their organization and must prioritize building relationships in this role.

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What You'll Do

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• Manage a  high-performing HR Service Operations team that drives operational performance and service excellence. Monitor the performance of the team against optimal service levels, quality, and efficiency standards.
• Leverage and analyze reports and case management tools to manage service levels and facilitate performance coaching discussions with the team members, assessing the preventive and corrective actions.
• Provides overall prioritization of work assignments and management of functional team resources and their activities.
• Identify process improvement and automation opportunities—partner with the Service Delivery team to implement your ideas into action.
• Leverage an acute understanding of HR operational processes to address escalations and manage customer queues.
• Review processes and procedures to ensure alignment with objectives and business needs.
• Respond to elevated requests, support the team in,  document findings, make recommendations and drive appropriate actions to resolve complex employee related matters in a timely manner.
• Analyze data to identify trends, produce metrics and create reports with recommended actions regarding employee relations initiatives.
• Represent Aristocrat in front of regulatory and governmental agencies regarding unemployment filings, hearings, appeals, works councils and other employee relations matters.

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What We're Looking For

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Must Have

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• Bachelor's Degree in HR or equivalent experience
• 5+ years of experience in an HR Contact Center/Service Desk/Service Operations environment supporting high-volume customer inquiries and transactions across multiple HR disciplines, including benefits, employee data maintenance, Payroll & Employee Relations
• 2+ years of leadership / team management
• Experience in employee and labor relations or as a P&C business partner supporting employee relations activities.
• Demonstrated in-depth knowledge of labor laws, investigations, conflict resolution, and employee relations best practices.
• Working under minimal supervision, provide effective service, support, consultation and resolution of complex ER inquiries and issues through the informed application of company policies, programs, procedures, and federal/state laws. Expert-level user proficiency and administration with modern enterprise Human Capital Management and Case/Knowledge Management Tools.
• Ability to multitask and work effectively and efficiently, delivering high-quality work in a fast-paced, changing work environment with a heightened emphasis on data integrity and confidentiality.
• Ability to effectively communicate verbally and in writing at all levels, including customers, vendors, peers, business stakeholders, and management.

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Nice to Have

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• Expert-level user proficiency and administration with Workday HCM and ServiceNow Knowledge/Case Management

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Why Aristocrat?

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Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

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We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

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• World Leader in Gaming Entertainment
• Robust benefits package
• Global career opportunities

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Our Values

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• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

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Travel Expectations

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None

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Additional Information

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Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

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At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.