People Operations Administrator with Romanian/Bulgarian

HEINEKEN Global Shared Services; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

HEINEKEN Kraków, part of Heineken Business Services Poland, is seeking a People Operations Administrator to manage Tier 1 support for the People Function. You will handle requests, triage cases, and ensure timely resolution while supporting data changes, document management and privacy compliance.

You will also assist with candidate screening, interview scheduling, and maintaining knowledge bases. A focus on accuracy, customer service and cross-functional collaboration is essential.

Qualifications

• Up to 2 years of experience in service management or HR operations.
• Knowledge of Tier 1 service delivery processes and People Function processes.
• Multilingual communication: English and Romanian or/and Bulgarian.

Responsibilities

• Receiving, managing and resolving or triaging Tier 1 requests, tickets and cases.
• Deliver scripted responses for basic PF queries (performance, rewards, absence, learning).
• Process simple, standard data changes.
• Create, review and manage documents and approvals.
• Redirect or escalate cases to self-service or Tier 2 support.
• Monitor SLAs and escalate breaches.
• Ensure compliance, privacy and four-eye checks.
• Support candidate screening and coordinate logistics for online assessments.
• Schedule interviews and update recruiting data.
• Maintain and update PF knowledge base, FAQs and documentation.
• Contribute to Knowledge Management and improvements efforts.
• Identify recurring issues and provide input to Service Excellence team.
• 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

Attention to detail

Prioritization

MS Office

Collaboration

Education

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

Tools

SAP SuccessFactors

ServiceNow

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)
• 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 Romanian or/and Bulgarian
• 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 HBSP Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.