Senior Manager, Employee Services – Americas

IGT; Región Centro; Presencial; MXN 1.200.000 - 1.600.000; Jornada completa

Descripción de la vacante

IGT is seeking a Senior Manager, Employee Services to lead the delivery and ongoing improvement of People & Culture shared services across the Americas. This role directs a distributed team, ensuring consistent execution of global processes and standards while enhancing efficiency, scalability, and the employee experience in the U.S.

and Latin America. You will manage service delivery metrics, drive adoption of HRIS and case management tools, and ensure compliance with labor laws and regulatory

Formación

• 8–10+ years HR experience, including shared services or HR operations leadership.
• Experience managing teams across the U.S. and/or Latin America.
• 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).

Responsabilidades

• Lead 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.

Conocimientos

HR leadership

Team management across Americas

Data-driven decision making

Regulatory compliance

Automation adoption

Excel proficiency

Herramientas

SuccessFactors

ServiceNow

Microsoft 365

Descripción del empleo

IGT is seeking a Senior Manager, Employee Services to lead the delivery and ongoing improvement of People & Culture shared services across the Americas. This role directs a distributed team, ensuring consistent execution of global processes and standards while enhancing efficiency, scalability, and the employee experience in the U.S.

and Latin America. You will manage service delivery metrics, drive adoption of HRIS and case management tools, and ensure compliance with labor laws and regulatory