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Job details:
The Associate People & Culture Service Operations role supports the evolution of People & Culture service delivery through data, digital tools, automation, and continuous improvement. This role will create and maintain BI dashboards, partner with senior stakeholders to gather and translate requirements, and use reporting insights to improve service outcomes and employee experiences. The role will also support and leverage AI-enabled tools and chatbot platforms to improve service delivery, enhance knowledge access, and drive efficiency while maintaining accuracy, compliance, and a high-quality employee experience.
What You'll Do
- Create, maintain, and enhance BI dashboards and reporting views that provide clear insight into P&C service performance, employee experience trends, volumes, timeliness, and improvement opportunities.
- Work with senior stakeholders across People & Culture and partner teams to gather requirements, understand business needs, and translate them into practical reporting, automation, chatbot, and service improvement solutions.
- Maintain and enhance chatbot offerings by improving content, workflows, response quality, knowledge integration, and adoption across employee support channels.
- Identify opportunities to automate and optimize existing P&C processes, reducing manual effort, improving consistency, and enabling faster, more scalable service delivery.
- Use data, dashboards, and stakeholder feedback to surface themes, root causes, and opportunities to improve the P&C service experience.
- Support continuous improvement initiatives by documenting requirements, testing enhancements, monitoring outcomes, and recommending practical changes to improve adoption and impact.
- Partner with internal teams to validate data, improve reporting definitions, and ensure dashboards and chatbot insights remain accurate, relevant, and actionable.
- Support adoption and day-to-day use of AI-powered service tools and chatbot solutions to improve response quality, consistency, and speed.
- Identify common inquiry themes and contribute to chatbot content, knowledge articles, and response templates to improve self-service and reduce repetitive cases.
- Review AI- or chatbot-generated responses for accuracy, tone, compliance, and appropriateness before or after delivery, as required by process.
- Partner with internal teams to flag gaps, trends, and improvement opportunities in knowledge content, chatbot workflows, and employee support journeys.
- Provide targeted operational support where required, with a primary focus on improving tools, data, automation, and digital service channels rather than routine case processing.
- Ensure responsible and compliant use of AI tools while protecting sensitive and confidential employee information.
What We Are Looking For
- Bachelor’s Degree in IT, Business or related field or equivalent work experience
- Excellent verbal and written communications in English
- Experience creating, maintaining, or enhancing BI dashboards, reporting packs, or service performance insights, preferably in a People & Culture, shared services, or operations environment.
- Ability to engage senior stakeholders, gather requirements, clarify business problems, and translate needs into reporting, automation, chatbot, or process improvement solutions.
- Strong analytical mindset with the ability to interpret trends, identify root causes, and recommend practical improvements that enhance service quality and employee experience.
- Comfort working with digital tools, HR systems, BI platforms, automation solutions, and technology-enabled support channels, including chat and AI-assisted tools.
- Ability to comply with handling sensitive and confidential employee data
- Able to work independently under general direction, manage multiple priorities, and deliver high-quality outputs in a fast-paced, changing environment.
- Experience contributing to knowledge management, chatbot content, service improvement, automation, or process optimization is preferred.
- Comfort working with digital tools, HR systems, and technology-enabled support platforms, including chat and AI-assisted tools.
- Interest in learning and applying emerging technologies such as AI, automation, and chatbots to improve employee support and operational effectiveness.
- Strong judgment to validate information, identify when escalation is needed, and ensure AI-supported outputs meet policy, quality, and compliance standards.
- Experience contributing to knowledge management, chatbot content, service improvement, or process optimization is a plus.
Why Aristocrat?
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V
- World Leader in Gaming Entertainment
- Robust benefits package
- Global career opportunities
Our Values
- All about the Player
- Talent Unleashed
- Collective Brilliance
- Good Business Good Citizen
Travel Expectations
None
Additional Information
At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.
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