Vacancy Type:
23 (Entain)
Purpose of the role:

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionizing the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Our newly formed Global People Services team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Our aim will be to develop efficient and simple end-to-end HR-related processes and maximize our technology to deliver a great people experience.

We are seeking a customer service focussed, People Services Centre Manager who will take ownership of and ensure high-quality service delivery, predominantly in our Global People Services located in Manila, Philippines and servicing markets across our ecosystem. Our Manila Center will be our future HR Service Delivery Hub. This role not only will act as the overall hub lead but also lead our new global HR service desk providing front-line support to our global colleagues.

You will utilize your service expertise to transform all aspects of the current service offering, driving service improvements with an insight-based and collaborative approach.

Key Responsibilities:
  • Responsible for building out the Global People Service Centre in Manila, working closely with the Head of global People Services.
  • Responsible for upskilling and building out the teams ready for transformation to Manila.
  • Build out a global helpdesk to support the transition of work to Manila.
  • Responsible for active queue and call flow management to ensure queries in all channels are being handled effectively and efficiently
  •  Monitor queues in ServiceNow and assign cases to appropriate resources for resolution
  • Ensuring proper assignment of cases as well as facilitation of resource allocation based on workload
  • Ensuring all SLAs are published, agreed and managed within the department and that Team Leaders are aware of intra-day performance
  • Assigning the cases which are out of scope to other teams, where applicable
  • Ensuring associated cases are related to the parent ticket and proper follow-up is performed once the case is resolved
  • Coordinating cases that cross organizational boundaries to ensure customer satisfaction
  •  Coordinating resources with Team Leaders, maximizing responsiveness to customer needs and ensuring SLA targets are met
  •  Preparing weekly reports on escalation/problem queries, team QA/items per hour and SLA status
  • Preparing summary report on all major volume drivers occurring on shift
  • Agree appropriate shift management with Global People Services Managers
  •  Support with ad-hoc projects, where required
  • Provide detailed reports on Coordinators’ performance including call stats as well as case management
  • Provide dashboard reports to Leadership Team outlining performance delivery, any risks and dependencies and forecasting any peak periods
  • To ensure that the IVR is tailored appropriately to service needs and that skill-based routing is reviewed and appropriate
  • To review telephony performance and ensure it’s optimized appropriately on a daily/weekly/monthly basis
  • Conduct weekly reviews with Team Leaders and Managers, providing insights to ensure development and training support is provided to their teams
  •  Continuously review ServiceNow use and enable best practices; working with the HR Tech Solutions team to streamline a personalized, tailored customer service offering
Specialist skills and experience:


  • Experienced Global Shared Services lead with experience of transitioning work to Manila for various locations.
  • Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required, ServiceNow being the preference
  • Demonstrable experience improving SLAs
  • Experience creating daily/weekly/monthly dashboards
  • Strong time management and communication skills
  • Ability to adapt and prioritize work independently in a dynamic environment
  • Strong interpersonal skills
  • Strong ability to collaborate, and see the big picture yet drill into the detail, where needed
  • Embracing change, ambiguity and evolving technologies


  • Experience with desktop environment, telephony, voice, desired
  • End-user experience-focused service delivery
  • Experience working in a customer service role
  • Operational knowledge of HRIS, HR lifecycle and payroll processes

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.