Team Lead, PE Shared Services

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

Role Summary

The Fulfillment Team Lead, PE Shared Services is responsible for overseeing a range of PE Shared Services activities across multiple geographies, ensuring the seamless execution of critical transactions while maintaining high standards of accuracy, compliance, and service delivery. This role combines operational excellence with people leadership, managing a team working across shifts and driving SLA adherence, process efficiency, and continuous improvement.

Responsibilities

Lead a team of PE Shared Services professionals ensuring they are focussed on end-to-end service delivery across multiple geographies, ensuring compliance with local regulations and policies Drive adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) Act as a custodian of all in-scope transactions to ensure accurate and timely processing in PE and/or Finance systems, e.

g., Workday, Service. Now, Oracle, etc. Ensure high levels of employee experience through effective communication and resolution Oversee workload distribution to ensure optimal team coverage Monitor ticket queues and ensure timely resolution of queries and requests including (re-)assigning tickets to ensure SLA compliance when necessary Coach and guide team members on ticket escalation pathways and protocols Review ticket trends to identify root causes and propose corrective actions Conduct regular performance reviews and feedback sessions; support development planning and facilitate coaching of team members Identify and deploy opportunities to streamline processes, eliminate duplication, and improve efficiency Actively contribute to automation and digitalization initiatives across PE Shared Services Partner with People Services Leadership and People Partners to enhance employee experience Conduct timely reviews of key documentation such SOPs, process flows, etc.

as required Act as a primary point of contact for PE Shared Services-related queries Collaborate with global stakeholders across PP, Payroll, IT, Finance Provide regular reporting and insights on operational metrics and performance Manage PE Shared Services Projects and transitions as required to ensure timely delivery