Employee Service Manager – APAC

IGT

Senior Manager, Employee Services overseeing HR operations and service delivery improvements across the APAC region. Leading a distributed team to enhance employee experience and collaboration with global HRIS teams.

Posted 5/30/2026full-timeChennai • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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)

Benefits

Comp & perks

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.

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Hard Skills & Tools

HR operationsservice delivery metricsdata analysisprocess improvementemployee lifecycle supportcompliance managementautomation solutionscase managementperformance accountabilitydata quality

Soft Skills

leadershipteam managementcommunicationcollaborationproblem-solvingorganizational skillsperformance managementadaptabilitystrategic thinkingcustomer service orientation