Manager, P&C Service Operations
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.
- 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.
- 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.
- Robust benefits package
- Global career opportunities
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.
