Job Description 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 & Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Our aim is to develop efficient and simple people processes, systems, and maximize our technology. We are seeking a People Operations Team Leader who will form part of the People Services & Operations and will focus on overseeing the local Team to ensure Entain supports all transactional needs of our customers based in our offices. Your responsibilities will encompass delivering a top-tier people 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, and our People Hub, case management system and in-person support. You need to have a passion for change, as we are always looking to improve our processes and procedures across the People Services 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. What you will do Provide leadership and accountability for People Operations supporting our location and colleagues in executing end-to-end employee life cycle processes, including but not limited to onboarding, job assignment changes, offboarding, transfers, absence management, benefits administration, etc. via Live Chat and Case Management system. Support stakeholders and the business throughout the employee lifecycle, fostering strong partnerships and ensuring compliance with procedures and policies. 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 Coordinators, addressing complex challenges related to specific processes or experience journeys. 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. Support building and developing a highly capable team through recruitment, training, and ongoing development. Champion company values and ensure team behaviors align with the organizational culture. Foster a culture of continuous improvement within the team, embracing ongoing changes and guiding the team through transformative changes. Leverage your knowledge of the Local labour codes and employment legislation to ensure Operations are compliant in their service delivery. Work with People Compliance on local legislative changes to ensure processes are updated to remain compliant. Support with ad-hoc projects, contributing your expertise to ensure successful project outcomes. Conduct 121’s with the team and deliver performance appraisals, probationary reviews, return to work interviews and other such activities. Process all team members’ administration including annual leave, sickness, shifts and ensure all is accurately reflected in core HR systems. Deal effectively with non-compliance employee complaints on HR service delivery related issues, liaising with People Operations Managers and dealing with service recovery. Root cause analysis is a must and should be carried out with every query received, findings should 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”.