Team Lead, PE Shared Services

We are seeking an experienced Team Lead, PE Shared Services to oversee a range of PE Shared Services activities across multiple geographies. As a Team Lead, you will be responsible for ensuring the seamless execution of critical transactions while maintaining high standards of accuracy, compliance, and service delivery.

Responsibilities:

• Lead a team of PE Shared Services professionals, focusing 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, such as Workday, ServiceNow, and 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, supporting development planning and facilitating 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, as required.
• 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 organizations.

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, such as Workday and ServiceNow.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• Ability to manage teams across shifts and geographies.
• Continuous improvement mindset, with Lean/Six Sigma knowledge being a plus.
• Knowledge about transition methodology and framework.

Benefits:

• Electronic Arts offers a holistic approach to benefits, focusing on physical, emotional, financial, professional, and community well-being.
• Programs are designed to meet local needs and may include medical coverage, mental well-being support, retirement savings, paid leaves, parental leaves, free games, and more.