People Operations Admin - Tier 1 HR Support

Heineken; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

HEINEKEN Kraków is hiring a People Operations Administrator to manage Tier 1 HR support, handling requests and triaging cases with accuracy and privacy compliance.

You will work with SAP SuccessFactors and other digital tools to streamline processes, support candidate screening, schedule interviews, and maintain knowledge bases, contributing to global HR excellence in a multinational environment.

Qualifications

• experience in service management, HR operations, or related roles
• knowledge of Tier 1 service delivery processes
• experience in multinational or shared services environments

Responsibilities

• receiving, managing and resolving or triaging Tier 1 requests, tickets and cases
• delivering scripted responses for basic PF queries (performance, rewards, absence, learning)
• creating, reviewing and managing documents and approvals
• redirecting or escalating cases to self-service or Tier 2 support
• monitoring SLAs and escalating breaches
• ensuring compliance, privacy and four-eye checks
• supporting candidate screening and coordinating logistics for online assessments
• scheduling interviews and updating recruiting data
• maintaining and updating PF knowledge base, FAQs and documentation
• contributing to HBS Knowledge Management and improvements efforts
• identifying recurring issues and providing input to Service Excellence team
• recommending simplifications and engaging in improvement initiatives
• using SAP SuccessFactors and other digital tools to reduce manual tasks

Skills

Tier 1 service delivery

People Function processes

SAP SuccessFactors

ServiceNow

customer service

multilingual English and Croatian/Serb

MS Office

attention to detail

prioritization & deadlines

Education

Bachelor's degree in business administration, human resources or related field

Tools

SAP SuccessFactors

ServiceNow

Job description

HEINEKEN Kraków is hiring a People Operations Administrator to manage Tier 1 HR support, handling requests and triaging cases with accuracy and privacy compliance.

You will work with SAP SuccessFactors and other digital tools to streamline processes, support candidate screening, schedule interviews, and maintain knowledge bases, contributing to global HR excellence in a multinational environment.