Director, PE Shared Services
Location: Hyderabad, IN
Most companies call it HR. But at Electronic Arts, we made the deliberate decision to brand our organization People Experience (PE). PE is not just a play on words: it’s a team of cultural stewards who carefully create programs and talent strategies that directly impact our teams’ experience. For the better. We enable our People to achieve the most meaningful work of their careers.
We’re responsible for recruiting the best talent on the planet. But it doesn’t stop there. We also support their growth through learning programs, internal mobility, affinity group participation, and leadership development. We listen to our employees and dive into analytics to anchor our recommendations and decisions to keep engagement high. Last but not least, we’re responsible for a total rewards strategy that incentivizes equitably, provides outstanding benefits, and ensures a safe and inspiring workplace for our team
The People Services team’s vision is to power an extraordinary candidate and employee experience that energizes EA’s talent through strategic programs and operational excellence. The team designs and deploys critical HR infrastructure support, and creates shared operational support for PE teams in service to scaling. This team manages high-visibility projects for the People Experience function and executes core talent programs. Come work with a team dedicated to fostering inclusion, talent fluidity, and a culture where people can do their best work.
Position Summary:
The Director, PE Shared Services is a people leader role that reports to the Senior Director, People Services. This is a hybrid role, with at least three days a week in the office.
This role is pivotal in driving the evolution of our PE shared services, focusing on innovation, efficiency and exceptional service delivery. Join us in shaping the future of People Services and delivering a transformative employee experience.
Responsibilities:
Leading Shared Services
Leadership of the largest PE team in our Hyderabad office, responsible for the day-to-day delivery of all Shared Services including employee queries, high-volume transactions, data integrity in Workday and other areas.
Continually review the work the Shared Services team delivers by identifying, developing and delivering programs for continuous professional development and reskilling. This includes identifying training needs, providing opportunities for skill enhancement, and fostering a culture of learning and development.
Adopt our automation and AI first philosophy when reviewing new and existing processes to develop the way we work, enhancing the employee experience, and drive efficiency in service delivery.
Driving Shared Services Evolution
Assist the Senior Director, People Services with developing and implementing strategic plans for the Shared Services organization, ensuring alignment with the overall business strategy. Track and report performance against plans to key stakeholders.
Create operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating productivity, quality, and customer-service standards and SLAs; contributing information and analysis to organizational strategic plans and reviews.
Accomplish organizational goals by accepting ownership for new and different requests; exploring opportunities to add value and increase team capabilities.
Foster a culture of continuous improvement and innovation, leveraging technology to streamline processes and improve service quality.
Maintain professional and technical knowledge by tracking emerging trends in service center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
Operational Delivery
Utilize data analytics to gain insights into service delivery performance and identify areas for improvement. Develop and maintain dashboards and reports to provide visibility into key metrics and trends. This includes overseeing SLA targets and managing process improvement programs; overseeing case management systems.
Oversee budget for the shared services function, ensuring efficient use of resources. Identify cost-saving opportunities and make recommendations for investment in new technologies or process improvements.
Ensure that all processes and activities within the shared services function comply with relevant regulations and company policies. Identify and mitigate risks, and conduct regular audits to ensure adherence to standards.
Team Leadership
Assure Shared Services team performance by recruiting, training and coaching while fostering an inclusive environment that emphasizes diversity and belonging. This includes setting clear objectives, defining key performance indicators, and monitoring progress towards goals.
Clearly communicate job expectations and conduct performance assessments in line with EA’s global processes. Enforce policies and plan compensation actions to ensure fairness and equity within the team.
Required Skills:
Understands and exhibits “customer-first” thinking and design.
Strong people leadership skills
Excellent communication skills, both written and verbal.
Experience working within a fast-paced global environment and being part of a global team
Proven ability to creatively solve problems
Required Qualifications:
Bachelor’s Degree in HR, Business, or Operations preferred.
15+ years’ experience in global HR services or operations, including 10+ years in a managerial role
4-5 years of HRIS operations (Workday preferred) and case management solutions, (ServiceNow preferred)
Experience in implementing AI Assistant and/or Chatbot solutions.