Senior Manager, Employee Services – APAC

About the role

IGT is looking for a Senior Manager, Employee Services to lead the delivery and continuous improvement of People & Culture shared‑services across the APAC region. You will ensure high‑quality employee lifecycle support while driving efficiency, scalability and a great employee experience.

Key responsibilities

• Lead the delivery of Employee Services across APAC, overseeing inquiries, transactions and lifecycle support.
• Manage and develop a distributed team, fostering leadership capability and a high‑performing service culture.
• Own regional service performance metrics such as SLAs, KPIs, case quality and employee experience scores.
• Execute globally defined processes and standards, ensuring consistency and compliance across all countries.
• Identify trends and inefficiencies, partner with global teams and implement continuous‑improvement initiatives.
• Maintain accurate employee data in SuccessFactors and drive disciplined data quality.
• Promote adoption and consistent use of ServiceNow for case management.
• Collaborate with HRIS, technology and Centers of Excellence to support system enhancements, automation and AI‑enabled solutions.
• Ensure compliance with labor laws, company policies and audit requirements, escalating risks as needed.
• Maintain and improve SOPs and knowledge‑base content, and analyse service trends for decision‑making.

Required profile

• Proven experience leading HR shared‑services or employee‑services teams in a multi‑country environment.
• Strong capability to build leadership, drive performance accountability and nurture a service‑focused culture.
• Demonstrated ability to manage service delivery metrics and implement continuous‑improvement programs.
• Excellent understanding of HR processes, compliance requirements and data governance.

Required skills

• SuccessFactors
• ServiceNow