Senior Employee Service Associate

IGT , where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences —powered by world‑class content , strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.

Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide , we operate at scale while staying closely connected to costumers we serve.

If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - www.igt.com .

Overview

IGT is seeking a Senior Employee Service Associate to support the delivery of People & Culture (P&C) shared services across the Americas region. This P4-level role serves as a subject matter expert for HR processes, handles complex employee inquiries and transactions, and acts as an escalation point for sensitive or high-impact cases.

The role plays a critical part in driving service quality, mentoring team members, supporting continuous improvement, and ensuring a consistent employee experience across the region.

What You'll Do

Handle complex and sensitive employee inquiries across the employee lifecycle. Serve as a subject matter expert for HR processes, policies, and systems. Act as an escalation point for Employee Service Associates and support resolution of complex cases. Manage and resolve cases within Service. Now while ensuring adherence to service standards.

Ensure compliance with SLAs, KPIs, and case quality expectations. Process complex HR transactions within Success. Factors, ensuring accuracy and compliance. Monitor case trends and identify opportunities for process improvement and service enhancements. Support development and maintenance of SOPs, knowledge articles, and process documentation.

Assist with onboarding, training, and mentoring of team members. Partner with HR Business Partners, COEs, and stakeholders to ensure effective service delivery. Utilize Success. Factors, Service. Now, and Microsoft 365 to support operational excellence. Ensure activities are executed in accordance with applicable labor laws, company policies, and audit requirements.

What You Bring 3–5+ years of HR experience, preferably within shared services, HR operations, or employee services. Experience handling complex employee inquiries and case management. Hands-on experience with Success. Factors and Service. Now. Experience working with service delivery metrics, including SLAs and KPIs. Strong analytical, problem-solving, and communication skills.

Experience serving as a subject matter expert and mentoring team members. Proficiency in Microsoft 365. Experience supporting U.S. HR operations, including benefits and leave processes. Exposure to Latin America HR operations and employment practices preferred. Key Competencies Advanced problem-solving Customer focus and service excellence Attention to detail Communication and stakeholder partnership Ability to manage sensitive and confidential matters Continuous improvement mindset Operational excellence #LI-DQ1 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.

This commitment applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, and termination. We thank all applicants for their interest; however, only those selected for an interview will be contacted.