Corporate: Light & Wonder’s corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees. Position Summary Light & Wonder is the leading cross-platform global game company singularly focused on creating games that players love to play wherever they love to play them, be that land-based casino, online, or on mobile. Headquartered in Las Vegas, Nevada with 6,000+ employees across six continents, we create content, hardware, and systems that connect iconic titles across any place or channel. By turning games into expansive entertainment, Light & Wonder keeps thrilling players with characters and stories they cannot get enough of.    Position Summary    This is an exciting and varied role for an HR operations leader to gain experience in a Global Shared Service Center with a special focus on Creators in the Americas Region: US, Canada, Mexico, Peru, Argentina, and Panama. The successful Associate Manager will play a vital role in leading a first-class team as they provide HR support to our wonderful Creators and responding to their queries within the required SLAs. This is an exciting and fast paced and high-volume role offering a wide variety of exposure within the PC remit that would suit a creative and collaborative process improvement enthusiast. The right candidate will build key relationships and prioritize stakeholder management while actively embracing changes and taking ownership of complex inquiries.    

• The People Solution Center in Americas is an exciting new team that has been curated to provide excellent customer service to ~ 3000 employees across 5 different countries. 
• The People Solution Center manages and implements HR processes, policies and practices across the region as well as maintaining employee data in the Workday HRIS. 
• This role reports into the Senior Director over the Global People Solution Center 

  People Solution Center Associate Managers are responsible for the day-to-day leadership of first-line HR support for all Light & Wonder (L&W) employees. This position will respond and resolve tier 1 phone and case inquiries from employees, managers, human resources (HR) and third parties, regarding HR policy, payroll, benefit eligibility/enrollment, leave administration, life insurance, HRIS systems and other matters that occur during the employment life cycle. The mission of the Creator Care Team is to deliver exceptional customer service to a broad range of employee groups in a timely and accurate manner. The team works in a shared services environment and uses email, ticketing system and telephonic communications to resolve issues and inquiries with sensitivity, compassion, and discretion. To achieve success in ensuring all concerns are successfully addressed, the team works together in a collaborative manner and supports one another in ensuring the employees' questions and concerns are resolved by providing a positive employee experience.    Essential Job Functions:    

• Serve as a first point of contact for complex answer employee questions about company correspondence and clarify any company communications and policies such as benefits, employment, payroll, Absence Management, etc. within a timely fashion. 

• Deliver elevated expertise in specific areas of HR and serve as the internal team escalation point to guide our Support level resources towards resolution. 
• Respond to inquiries, perform research to obtain required information. 
• Resolve our internal customer problems by researching issues and taking additional steps as required while providing excellent customer service. 
• Provide escalation support for complex inquiries and provide follow-up as needed. 
• Maintain accurate and up-to-date employee records in the HR database. 
• Provide input and recommendations on processes and improvements supporting technologies. 
• Achieve high service delivery standards by responding and completing all transactional work within the pre-determined service level expectation. 
• Run ad hoc reports to validate organizational and personnel data as needed 
• Assist with other departmental initiatives and projects as assigned. 
• Maintain working knowledge of company policies to provide guidance to employees and managers while ensuring compliance and consistency. 
• Follow up with employees and managers on incomplete processes, resolution of HR and benefit issues, timesheet discrepancies. 
• Contribute to special projects, assuming responsibility and timely delivery for allocated tasks 
• Deliver an effective recruitment and onboarding process post offer stage, including ensuring the completion of background checks, preparing contracts of employment and liaising with relevant internal stakeholders. 
• Drive special projects, process innovation, and technical enhancements 
• Overseeing all stages of the pre-start candidate journey and positively impacting the process from offer to start date 
• Conduct regular audits to ensure the entire team is compliant with legal and regulatory requirements (RTW checks, quality control etc). 

  Supervisory Functions: 

• Serve as a member on the leadership team to shape the future of work for PSC 
• Triage and assign regional Tier 1 queries to the appropriate HR support resources 

• Accountable for the performance metrics associated with team delivery 
• Mentor team members 

    Key Competencies:   

• Communicator: The ability to influence and persuade others, especially in situations that require diplomacy and tact. 
• Collaboration & Influence: Proactive cross-functional partnerships to work effectively with peers and partners throughout the whole organization. 
• Cultural Competency: The ability to lead through seeking diversity, fostering inclusion, and a passion to develop every single individual. 
• Results Orientation: A commitment to demonstrably improving team metrics. A positive, flexible, and proactive, hands-on with can-do approach. 
• Attitude: Team player with a positive attitude. 
• Multi-Tasking: Ability to multitask and prioritize in a fast-paced environment. 
• Flexibility: Willingness to learn and adapt to new processes, policies and priorities. 
• Problem Solve and initiative: Strong problem-solving skills and ability to think critically and creatively. 
• Discretion: Maintaining confidentiality and ethical conduct in handling sensitive HR information. 
• Escalation: Knowling when to elevate queries to Tier 2 support after exhausting all options in a timely manner 

    Qualifications #LI-JS2 #LI-Hybrid Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.