Senior Employee Service Associate EMEA
Description
IGT is seeking a Senior Employee Service Associate to support the delivery of People & Culture (P&C) shared services across the EMEA region. This P4-level role serves as a subject matter expert for HR processes, handles complex employee inquiries and transactions, and acts as an escalation point for sensitive or high-impact cases. The role plays a critical part in driving service quality, mentoring team members, supporting continuous improvement, and ensuring a consistent employee experience across the region.
Responsibilities
- Handle complex and sensitive employee inquiries across the employee lifecycle.
- Serve as a subject matter expert for HR processes, policies, and systems.
- Act as an escalation point for Employee Service Associates and support resolution of complex cases.
- Manage and resolve cases within ServiceNow while ensuring adherence to service standards.
- Ensure compliance with SLAs, KPIs, and case quality expectations.
- Process complex HR transactions within SuccessFactors, ensuring accuracy and compliance.
- Monitor case trends and identify opportunities for process improvement and service enhancements.
- Support development and maintenance of SOPs, knowledge articles, and process documentation.
- Assist with onboarding, training, and mentoring of team members.
- Partner with HR Business Partners, COEs, and stakeholders to ensure effective service delivery.
- Utilize SuccessFactors, ServiceNow, and Microsoft 365 to support operational excellence.
- Ensure activities are executed in accordance with applicable labor laws, company policies, and audit requirements.
Requirements
- 3–5+ years of HR experience, preferably within shared services, HR operations, or employee services.
- Experience handling complex employee inquiries and case management.
- Hands-on experience with SuccessFactors and ServiceNow.
- Experience working with service delivery metrics, including SLAs and KPIs.
- Strong analytical, problem-solving, and communication skills.
- Experience serving as a subject matter expert and mentoring team members.
- Proficiency in Microsoft 365.
- Experience supporting HR operations across multiple European countries.
- Knowledge of GDPR and regional labor law considerations.
- Familiarity with Works Councils and employee representative structures preferred.
Benefits
- Permanent employment contract and a competitive salary.
- Private health insurance for you and your family.
- Flexible working hours, including a hybrid work model, along with various initiatives that support wellbeing and work-life balance.
- Opportunity to learn and continuously improve your skills through collaboration with e-learning platforms.
- Clear career development path with well-defined growth opportunities.
- A vibrant and stimulating work environment within Class-A office space.
