HR Service Operations Specialist

The Specialist, Service Operations - People & Culture (P&C) role is responsible for responding to complex employee inquiries, executing P&C transactions, and data
reporting from Workday and other systems. The Specialist, Service Operations role will be responsible for fielding escalated requests, updating employee data, and assisting employees directly by performing consultative actions or through third-party vendors.
This role requires excellent attention to detail and an appetite for constantly improving our systems, processes, and reports. Successful candidates must use their discretion and latitude to prioritize tasks and respond to service requests accurately and on time.

What You'll Do

• Provide excellent customer service in response to HR-related inquiries from employees, P&C Business Partners, and managers via multiple channels, including email, instant message, chat, and phone.
• Resolve inquiries accurately and timely by accessing knowledge guides and
• information in multiple systems.
• Utilize the case management tool to capture all inquiries, customer information, case data, and updates, and communicate the resolution to the requestor or escalate more complex issues to the appropriate team member.
• Utilize acute knowledge gained from operating within a shared services customer care environment supporting teams such as Benefits, Talent Acquisition, Business Partner, and P&C Systems.
• Perform business process data mapping and employee data maintenance, including mass Enterprise Interface Builder (EIB), loads into the Workday system.
• Serve as an escalation point for Tier 1 Service Operations team members. Utilize the case management tool to capture and document all inquiries, customer information, case data, process updates, and resolution communication to the requestor.
• Depending on the queue assigned, can perform deep benefit administration
• transactions and processes, consult with employees on health, and welfare inquiries, engage internal stakeholders such as payroll for accurate payroll deduction processing, and work with third-party vendors or government agencies to ensure compliance or work with external candidates for scheduling interviews, travel, and onboarding efforts.
• Handle executive requests, escalated inquiries, and employee escalations timely and accurate.
• Support recruiters and candidates directly throughout the recruiting lifecycle.
• Effectively communicate P&C policies and programs while listening and explaining
• sophisticated subjects.
• Manage workload efficiently to fulfill commitments in accordance with established service level agreements (SLAs).

What We're Looking For

• Bachelor’s degree in human resources or equivalent experience
• 4+ years prior experience working in a P&C or HR Contact Center/Shared Service or Operations environment supporting inquiries and transactions across multiple HR or P&C functions such as benefits, employee data maintenance, and recruiting.
• 2+ years of Workday HCM administration experience, including with Workday Enterprise Interface Builder (EIB) and Report Writer.
• A passion for excellent customer service, adaptable & flexible
• Ability to effectively communicate verbally and in writing at all levels, including
• customers, vendors, peers, business stakeholders, and management
• Ability to manage multiple priorities and complex tasks in a dynamic work environment.
• Must be skilled in analytical techniques, practices, and problem-solving.
• Ability to comply with handling sensitive and confidential employee data.
• Ability to utilize knowledge guide materials in performing research and answering inquiries.

Why Aristocrat?

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.

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. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

None