Employee Service Manager – APAC

Role Overview

• 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
• 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

• 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)

Tech Stack

• ServiceNow

Benefits

• 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.