Employee Service Associate, APAC

IGT is seeking an Employee Service Associate to support the delivery of People & Culture (P&C) shared services across the APAC region. This role serves as a primary point of contact for employees, handling inquiries, processing HR transactions, and delivering a high-quality, consistent employee experience across the employee lifecycle. Success is measured through service quality, responsiveness, accuracy, and adherence to established service standards and service level expectations.

• Respond to employee inquiries across the employee lifecycle using established processes and service standards.
• Manage and resolve cases within ServiceNow, ensuring timely and accurate resolution.
• Process HR transactions within SuccessFactors while maintaining data accuracy and compliance.
• Provide clear, professional, and customer-focused communication to employees and stakeholders.
• Meet established SLAs, KPIs, and case quality standards.
• Follow standardized processes and escalate complex or sensitive cases as appropriate.
• Maintain accurate documentation, records, and data integrity.
• Support updates to knowledge articles, SOPs, and service resources.
• Contribute to continuous improvement efforts that enhance employee experience and operational efficiency.
• Ensure compliance with applicable labor laws, company policies, and audit requirements.
• Utilize SuccessFactors, ServiceNow, and Microsoft 365 to support service delivery.

• 1–3+ years of experience in HR, shared services, customer service, or a related field.
• Customer-facing experience with a strong service orientation.
• Experience with HR systems (SuccessFactors preferred).
• Strong communication, organisation, and problem-solving skills.
• Familiarity with ServiceNow or similar case management systems preferred.
• Proficiency with Microsoft 365 applications.
• Exposure to HR operations across APAC countries preferred.
• Awareness of diverse cultural and regulatory environments within the APAC region.