At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.
We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.
Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com
The People Services Manager – Europe (PSM) is responsible for leading the delivery of efficient, high-quality People Services across the European region. The role focuses on operational excellence, consistent case management, service optimisation and close collaboration with People Business Partners, Centres of Excellence and HRIS.
As operational leader, the PSM ensures that employee and manager queries are handled accurately, consistently and within agreed service levels, while continuously improving processes, ways of working and the use of self-service solutions. The role plays a key part in supporting HR transformation initiatives and embedding scalable, data-driven People Services across Europe.
People Services & Case Management
Lead and manage the European People Services Team, ensuring effective handling of employee and manager queries through the case management system in line with agreed SLAs and quality standards.Define service levels and performance metrics for People Services processes; regularly review performance, identify gaps and implement corrective actions where SLAs are not met.Coach and develop the People Services Team to deliver accurate, consistent and “right-first-time” responses, aligned with local country or studio requirements where applicable.Establish, review and maintain clear Ways of Working for the European People Services Team, including coverage models, escalation paths, triage processes, capacity planning and training needs.Problem Solving & Operational Excellence
Apply structured problem-solving approaches to resolve complex or recurring issues, plan communications, training, support for recurring requests or increase in help requests on specific topics.Work closely with CoEs, People Partners and other People Services Managers to align processes, share best practices and resolve cross-regional challenges.Partner with People Centres of Excellence and Senior People Business Partners to resolve complex queries or cases that fall outside standard policy.Provide structured feedback to COEs and Senior People Business Partners on recurring policy questions, trends or areas requiring clarification.Align with Senior People Business Partners on transition activities from country, cluster or studio-based support models into the People Services Teams.Collaborate closely with HRIS on system troubleshooting, access management and escalations.Insights, Reporting and Data Integrity
Provide regular insights and reporting on case volumes, trends and service performance to Regional People Directors and Senior People Business Partners.Ensure data accuracy and integrity through regular reviews of reports and system data.Continuous Improvement
Identify opportunities to improve service delivery, processes and employee experience across People Services and harmonize them globally, when possible.Support and drive continuous improvement initiatives in collaboration with HRIS, COEs and People Business Partners.Actively promote the adoption of employee and manager self-service tools and portals.HR Systems & Configuration Support
Partner with HRIS to support the rollout and integration of new Workday modules and system enhancementsInitiate and support M&A-related requests for new studio set-ups, ensuring correct organisational structures and access are established.