Description
Electronic Arts creates incredible entertainment experiences that inspire players and fans worldwide. Here, everyone is part of the story, part of a community that connects people globally, where creativity thrives, new perspectives are welcomed, and ideas matter.
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 focus on end-to-end service delivery across multiple geographies, complying 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, ServiceNow, Oracle.
- 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 as SOPs and process flows.
- Act as a primary point of contact for PE Shared Services-related queries.
- Collaborate with global stakeholders across PP, Payroll, IT, and Finance.
- Provide regular reporting and insights on operational metrics and performance.
- Manage PE Shared Services projects and transitions as required to ensure timely delivery.
Qualifications:
- Bachelor’s degree in HR Management or Business Administration.
- 10-12 years of experience in HR administration.
- Strong technology skills, including Workday, ServiceNow, and G-Suite.
- Experience in managing teams that support multi-geo HR organisations.
Other Skills:
- Strong understanding of HR operations and Shared Service delivery models.
- Experience managing global HR Shared Services environments.
- Proficiency in HRIS and ticketing tools (e.g., Workday, ServiceNow).
- Strong analytical and problem-solving skills.
- Excellent stakeholder management and communication skills.
- Ability to manage teams across shifts and geographies.
- Continuous improvement mindset (Lean / Six Sigma knowledge is a plus).
- Knowledge about transition methodology and framework.
Electronic Arts offers equality of opportunity. All employment decisions are made without regard to race, colour, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, disease, pregnancy, marital status, family status, military status, or any other characteristic protected by law. We also consider qualified applicants with criminal records, as allowed by law. Additionally, EA accommodates qualified individuals with disabilities as required by law.
Benefits:
- Comprehensive benefits packages, tailored to meet local needs, which may include medical insurance, mental wellbeing support, pension plans, paid time off, family leave, free games, and more.
- We foster environments where our teams can give their best in what they do.