People & Culture Service Delivery Team Leader

VGW; Manila; Remote; PHP 900,000 - 1,200,000; Full time

Job summary

VGW is seeking a People & Culture Service Delivery Team Leader in Manila to enhance service delivery through effective team management. This role involves overseeing operations, optimizing processes, and collaborating with various departments to support organizational objectives. The ideal candidate will demonstrate leadership in HR practices, commitment to employee experience, and adaptability in a dynamic environment. Join us and be part of a leading company in interactive entertainment, dedicated to providing innovative gaming experiences.

Qualifications

• 4-5 years in HR or People Operations, with 1-2 years in a supervisory role.
• Strong knowledge of HR operations and service delivery.
• Experience in fast-paced or agile environments.

Responsibilities

• Manage daily service desk operations and ensure adherence to SLAs.
• Implement process optimisations and conduct quality assurance audits.
• Collaborate with cross-functional teams to enhance worker experiences.

Skills

HR operations

Service delivery frameworks

Communication skills

Problem-solving

Confidentiality

Data analysis

Team leadership

Education

Bachelor’s degree in Human Resources

Bachelor’s degree in Psychology

Bachelor’s degree in Business Administration

Tools

HRIS tools

Ticketing systems

Job description

People & Culture Service Delivery Team Leader

Manila, PHL

People & Culture Service Delivery Team Leader

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

We have an exciting opportunity to join our People & Culture team in Manila and are currently looking for a People & Culture Service Delivery Team Leader to join the team.

The People & Culture Service Desk Team Leader is responsible for overseeing the efficient and effective delivery of services through the People & Culture Service Desk. The mission of the P&C Service Delivery Team Leader is to lead a high-performing team in delivering exceptional service to workers and stakeholders across the organisation.

The P&C Service Delivery Team Leader plays a critical role in optimising service delivery processes, managing People Operations Specialists, and collaborating with cross-functional stakeholders to enhance the worker experience and support the organisation's people and culture objectives. This role focuses on process optimisation, leading the service desk team, coaching for exceptional service, and ensuring timely resolution of tickets and requests. The Team Leader will work closely with People Partners, Talent Acquisition, Learning & Development, and other departments to ensure seamless service integration aligned with the organisation's strategy.

Key responsibilities will include:

• Manage daily service desk operations, ensuring team members meet service level agreements and quality standards.
• Serve as an expert on people operations service desk delivery, processes, and procedures.
• Act as an escalation point for service desk tickets related to onboarding, offboarding, global mobility, letter requests, and other tasks.
• Monitor service desk efficiency by ensuring tickets are assigned and resolved within SLAs based on priority & complexity.
• Conduct regular quality assurance audits and provide support & training to improve quality.
• Perform root cause analysis for issues related to service desk delivery.
• Create data visualisations of process activity, trends, and user sentiments using data analysis tools.
• Produce weekly operational reports for stakeholders.
• Stay updated on industry trends, practices, and regulations related to people management.
• Perform other duties as assigned by the company.

Qualifications:

• Bachelor’s degree in Human Resources, Psychology, Business Administration, or related field.
• At least 4–5 years of progressive HR or People Operations experience, including 1–2 years in a supervisory or lead role.
• Strong knowledge of HR operations, HRIS tools, and service delivery frameworks.
• Experience with ticketing systems and SLA-based environments.
• Understanding of employee lifecycle processes and data handling best practices.
• Experience working in fast-paced, agile, or scaling organizations.
• Trustworthiness, honesty, and ability to keep commitments.
• Ability to handle confidential information discreetly.
• Proactive learning and adaptability.
• Excellent communication skills, both oral and written.
• Strong problem-solving and analytical skills.
• Demonstrates respectful and inclusive communication, treating others with dignity.

Our work environment is primarily remote, with occasional travel to Metro Manila if required. Any changes to remote work arrangements will be communicated in advance.

About VGW

VGW is an interactive entertainment company, creating world-class, free-to-play games like Chumba Casino, Global Poker, and LuckyLand Slots, entertaining over a million players in North America. We pioneer sweepstakes promotions for social gaming and offer opportunities to redeem prizes.

Our core value is "our players come first," ensuring a safe and positive experience. We promote diversity, inclusion, flexibility, growth opportunities, and a fun workplace environment. Join us to be part of a dynamic team driving innovative gaming experiences.

If you’re interested in this role, apply today—we look forward to your application.

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