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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in HR operations leadership, particularly in managing service delivery across the Americas. Proficient in leveraging HR systems like SuccessFactors and case management tools such as ServiceNow to enhance employee services and ensure compliance with labor laws and company policies.
Highest-signal resume keywords
HR Operations LeadershipService Delivery ManagementSuccessFactors ProficiencyServiceNow ExperienceCompliance Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
HR Systems ManagementService Delivery MetricsData AnalysisProcess ImprovementEmployee Data Quality
Soft Skills
Team ManagementCollaborationCommunicationProblem-Solving
Tools & Technologies
SuccessFactorsServiceNowMicrosoft 365Excel
Industry Keywords
Employee ServicesShared ServicesLabor LawsAudit RequirementsU.S. Employment PracticesLatin America HR Operations
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Lead Employee Services delivery across the Americas region
- Manage and develop a distributed team across multiple locations
- Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
- Execute global processes and standards with appropriate regional adaptation across the U.S. and Latin America
- Drive continuous improvement and implement service delivery enhancements with global teams
- Ensure accurate and timely employee data processing in SuccessFactors
- Drive adoption and consistent use of ServiceNow for case management
- Partner with HRIS and technology teams on system enhancements, automation, and AI-enabled solutions
- Collaborate with Centers of Excellence to align processes with policies and regulatory requirements
- Ensure operations comply with labor laws, company policies, and audit requirements
- Maintain and improve SOPs and knowledge base content
- Analyze service trends and performance data to recommend improvements
- Collaborate with global Employee Services leaders and contribute to the People Operations model
Requirements
What you’ll need- 8–10+ years of HR experience, including shared services or HR operations leadership
- Experience managing teams across the U.S. and/or Latin America
- Experience leading service delivery in a high-volume, process-driven environment
- Hands-on experience with HR systems; SuccessFactors preferred
- Experience with case management tools; ServiceNow preferred
- Experience managing service delivery metrics, including SLAs, KPIs, and 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
- Knowledge of applicable labor laws, company policies, and audit requirements
- Knowledge of employee data quality and operational standards
Benefits
Comp & perks- IGT is committed to fostering a diverse, equitable, and inclusive workplace
- Equal employment opportunities regardless of protected characteristics
- Compensation and benefits as part of equal employment practices