People Operations Administrator with Czech/Slovak/Hungarian

HEINEKEN Global Shared Services; Kraków; On-site; PLN 60,000 - 80,000; Full time

Job summary

HEINEKEN Kraków, part of HEINEKEN Global Shared Services, seeks an enthusiastic service management professional to join our HR operations team in Kraków. You will handle Tier 1 requests, manage data changes, schedule interviews, and help maintain knowledge bases using SAP SuccessFactors and ServiceNow.

You should have up to 2 years of experience, strong customer service, and multilingual communication in English with Czech/Slovak or Hungarian.

Qualifications

• Up to 2 years of experience in service management or HR operations.
• Knowledge of Tier 1 service delivery processes and front-office HR flows.
• Strong customer service and problem solving skills.
• Multilingual communication in English and Czech/Slovak or Hungarian.
• Proficiency with MS Office and collaboration tools (Teams, SharePoint).

Responsibilities

• Receiving, managing and resolving Tier 1 requests, tickets and cases.
• Deliver scripted responses for basic PF queries (performance, rewards, absence, learning).
• Process simple, standard data changes and maintain documentation.
• Redirect or escalate cases to self-service or Tier 2 support.
• Monitor SLAs and escalate breaches when needed.
• Ensure compliance, privacy and four-eye checks.
• Support candidate screening and coordinate logistics for online assessments.
• Schedule interviews and update recruiting data.
• Maintain PF knowledge base, FAQs and documentation.
• Contribute to Knowledge Management and improvement efforts.
• Identify recurring issues and provide input to Service Excellence.
• Recommend simplifications and engage in improvement initiatives.
• Use SAP SuccessFactors and other digital tools to reduce manual tasks.

Skills

Customer service

Problem solving

Multilingual communication

MS Office

Team collaboration

Education

Bachelor’s degree in business administration

Tools

SAP SuccessFactors

ServiceNow

SharePoint

MS Teams

Microsoft Office

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.

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)
• processing simple, standard data changes
• 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 Czech/Slovak or/and Hungarian
• 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.