People Operations Administrator

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

Job summary

HEINEKEN Kraków is seeking a People Operations Administrator to manage Tier 1 support, handle requests and triage cases, and ensure timely task execution with SLA adherence while maintaining privacy standards.

The role supports recruiting processes, maintains knowledge bases, and drives process improvements within the People Operations function in a multinational environment.

Qualifications

• up to 2 years of experience in service management, HR operations or related roles
• knowledge of Tier 1 service delivery processes
• strong understanding of People Function processes, especially front office processes and enabling technologies (e.g. SAP SuccessFactors, ServiceNow)
• strong customer service and problem-solving capability
• multilingual communication capability - English and Polish
• proficiency with MS Office suite and collaboration tools (Teams, SharePoint)
• high attention to detail and ability to handle sensitive information
• high customer focus and service orientation
• ability to manage multiple priorities and meet tight deadlines

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.

Job description

At HEINEKEN Kraków (Heineken Business Services Poland) our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology ready to „WOW” the world with our expertise, passion and pride to be GREEN. We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for new challenges.

The People Operations Administrator is responsible for managing Tier 1 support operations, serving as the initial point of contact for receiving, managing, and resolving or triaging requests, tickets, and cases. The People Operations Administrator ensures timely and accurate task execution, adherence to SLAs, and compliance with privacy standards while contributing to process improvement and knowledge management.

Your responsibilities would include:

• 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.

You are a good candidate if you have:

• up to 2 years of experience in service management, HR operations or related roles
• knowledge of Tier 1 service delivery processes
• strong understanding of People Function processes, especially front office processes and enabling technologies (e.g. SAP SuccessFactors, ServiceNow)
• strong customer service and problem - solving capability
• multilingual communication capability -English and Polish
• proficiency with MS Office suite and collaboration tools (Teams, SharePoint)
• high attention to detail and ability to handle sensitive information
• high customer focus and service orientation
• ability to manage multiple priorities and meet tight deadlines.

You are a perfect match if you also have:

• bachelor’s degree in business administration, human resources or a related field
• experience in service management, HR operations, or shared services
• experience in multinational or shared service environments.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.