Employee Service Manager, APAC

Location

Chennai, IN, 600113

Requisition ID: 19029

• **IGT****, where innovation meets entertainment on a global scale!* *From the casino floor to your mobile screen,* ***we deliver thrilling, responsible, and unforgettable gaming experiences****—powered by world‑class* ***content****, strong technical and* ***commercial capabilities*** *and nurtured by a* ***culture*** *of collaboration, accountability, and ownership.*

• Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over* ***6,000 employees across 30\+ countries*** *and products delivered in* ***more than 100 jurisdictions worldwide****, we operate at scale while staying closely connected to costumers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here \-* ***www.igt.com****.***Overview**
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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 APAC 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.

• *Responsibilities**
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• Lead the delivery of Employee Services across the APAC 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
• Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
• Execute globally defined processes and standards, ensuring consistency and compliance across countries within the region
• 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 the implementation of system enhancements, automation, and AI\-enabled solutions, and drive adoption within 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, escalating risks and issues as needed

• 5\-8 years of HR experience, including shared services or HR operations leadership
• Experience managing teams across multiple APAC countries
• 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
• Experience supporting scaling or transformation of shared services operations (preferred)
• Experience working across diverse regulatory environments (e.g., India, China) (preferred)
• Experience supporting adoption of automation or technology solutions (preferred)
• Proficiency in Microsoft 365, particularly Excel (preferred)
• *Key Competencies**
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• Operational leadership and execution
• Service delivery performance management
• Process improvement and standardization
• Data\-driven decision\-making
• Team leadership and development
• Stakeholder collaboration and influence
• Change management and adoption
• Customer and employee experience focus

• IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered.*

• IGT is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion or belief, sex, sexual orientation, gender identity, age, national origin, disability, or any other characteristic protected by applicable law. This commitment applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, and termination.*

• We thank all applicants for their interest; however, only those selected for an interview will be contacted.*