Senior Employee Service Manager
Description
IGT is seeking a Senior Manager, Employee Services to lead the delivery and continuous improvement of People & Culture (P&C) shared services operations across the Americas region. This role is responsible for driving service delivery performance, leading a distributed team, and ensuring consistent execution of global processes and standards, while identifying opportunities to improve efficiency, scalability, and employee experience across the U.S. and Latin America.
Responsibilities
- Lead the delivery of Employee Services across the Americas region, ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactions
- Manage and develop a distributed team, building leadership capability, performance accountability, and a high-performing service culture across multiple locations
- Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
- Execute globally defined processes and standards, ensuring consistency and appropriate regional adaptation across the U.S. and Latin America
- Drive continuous improvement within the region, identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with global teams to implement improvements
- Ensure accurate and timely processing of employee data in SuccessFactors, maintaining strong data quality and operational discipline
- Drive adoption and consistent usage of ServiceNow as the case management platform, ensuring adherence to established processes and data standards
- Partner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the region
- Collaborate with Centers of Excellence (e.g., Benefits, Employee Relations, Compliance) to ensure processes are executed in alignment with policies and regulatory requirements
- Ensure service delivery operations adhere to applicable labor laws, company policies, and audit requirements, including U.S. and Latin American regulatory considerations, escalating risks as needed
- Maintain and continuously improve SOPs and knowledge base content related to service delivery processes
- Analyze service trends and performance data to inform decision-making and recommend improvements
- Collaborate with global Employee Services leaders, providing regional insights and contributing to the evolution of the overall People Operations model
Requirements
- 8–10+ years of HR experience, including shared services or HR operations leadership
- Experience managing teams across the U.S. and/or Latin America
- Experience leading service delivery in a high-volume, process-driven environment
- Hands-on experience with HR systems (SuccessFactors preferred) and case management tools (ServiceNow preferred)
- Experience managing service delivery metrics (SLAs, KPIs, case quality)
- Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices
- Familiarity with Latin America HR operations and regulatory environments (preferred)
- Experience supporting scaling or transformation of shared services operations (preferred)
- Experience supporting adoption of automation or technology solutions (preferred)
- Proficiency in Microsoft 365, particularly Excel (preferred)
