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.
What You'll Do
- 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.
What We're Looking For
- 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?
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V
Our Values
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.
