Manager, P&C Service Operations

Responsibilities

• Lead a high-performing group delivering employee-centered support throughout different regions.
• Coordinate daily service operations, including case queues, workload allocation, SLA attainment, quality controls, efficiency, and issue management across multiple time zones.
• Deploy AI-powered tools and automation to improve case triage, knowledge search, workflow routing, reporting, data integrity, and employee self-service, while maintaining critical human analysis and leadership.
• Serve as a Workday authority and operational specialist, ensuring the team efficiently handles Workday for employee lifecycle transactions, data updates, approvals, reporting, audits, and issue resolution across regions.
• Identify process improvement, automation, and AI use cases; translate opportunities into practical requirements; support testing, organizational change, adoption, and benefits tracking.
• Analyze dashboards, case trends, service metrics, and employee feedback to resolve risks, root causes, and opportunities for preventive and corrective action.
• Mentor, develop, and performance-manage team members, building service capability, regional knowledge, digital proficiency, accountability, and continuous improvement.
• Review and maintain SOPs, knowledge articles, templates, and controls to ensure services remain accurate, scalable, and easy for employees and managers to use.
• Represent or coordinate Aristocrat responses for audits, regulatory or governmental matters, unemployment filings, hearings, appeals, works councils, or other employee relations processes, as applicable by region.
• Respond to sophisticated requests, support investigations where appropriate, document findings, make recommendations, and drive timely resolution of employee-related matters.

Requirements

• Expertise in HR Operations, HR Contact Center, Service Desk, or HR Operations leading a large number of inquiries and transactions within multiple HR functions.
• 3+ years of people leadership experience, performance management, workload planning, and service quality management.
• Extensive practical experience with Workday HCM, employee data governance, business workflows, security-conscious transactions, payroll and benefits connections, employee relations intake, case handling, knowledge management, and HR operational safeguards.
• Hands-on experience with AI, automation, and digitization in HR functions, including methods to integrate Workday data, reports, knowledge content, and case trends into accountable automation initiatives while ensuring privacy, adherence to regulations, and human oversight.
• Ability to handle blocking issues with discretion, good judgment, confidentiality, and a strong employee experience outlook.
• Why Aristocrat?
• World Leader in Gaming Entertainment
• Robust benefits package
• Global career opportunities
• Our Values
• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen
• Travel Expectations
• None
• Additional Information
• At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.

Additional Information

At Aristocrat, we advance the frontiers of gaming entertainment through innovation and the latest technology. The Manager, P&C Service Operations plays a key role within our People & Culture shared services framework, providing reliable, high-quality employee support for EMEA and the Americas. Join a team committed to detailed operations and outstanding service delivery. With expertise in Workday HCM and HR service systems, you will improve service quality, speed, and accuracy.

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