Senior Employee Service Manager

IGT

Senior Manager in Employee Services leading HR operations across Latin America, ensuring high-quality support and service delivery. Managing a distributed team and improving employee experience.

Posted 5/30/2026full-timeZapopan • 🇲🇽 MexicoSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HR operationsservice delivery metricsemployee lifecycle supportdata qualityprocess improvementautomationcase managementcomplianceemployee experience metricsperformance accountability

Soft Skills

leadershipteam managementcollaborationcommunicationanalytical thinkingproblem-solvingorganizational skillsadaptabilityperformance managementcustomer service orientation

Tools & Technologies

SuccessFactorsServiceNowMicrosoft 365ExcelHRISAI-enabled solutionsSOPsknowledge basecase management platformdata standards

Industry Keywords

shared servicesemployee serviceslabor lawsU.S. employment practicesLatin America HR operationsregulatory complianceaudit requirementshigh-volume environmentprocess-driven environmenttransformation of shared services

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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)

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities