Team Lead PE Shared Services

Description & Requirements

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

Role Summary

The Fulfillment Team Lead, PE Shared Services is responsible for overseeing a range of PE Shared Services activities across multiple geographies, ensuring the seamless execution of critical transactions while maintaining high standards of accuracy, compliance, and service delivery. This role combines operational excellence with people leadership, managing a team working across shifts and driving SLA adherence, process efficiency, and continuous improvement.

Responsibilities

• Lead a team of PE Shared Services professionals ensuring they are focussed 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, e.g., Workday, ServiceNow, Oracle, etc.
• 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; support development planning and facilitate 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 SOPs, process flows, etc. as required
• Act as a primary point of contact for PE Shared Services-related queries
• Collaborate with global stakeholders across PP, Payroll, IT, 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, Shared Service delivery model
• Experience managing global HR Shared Services environments
• Proficiency in HRIS and ticketing tools (e.g., Workday, ServiceNow)
• Strong analytical and problem-solving skills
• Excellent stakeholder management and communication skills
• Ability to manage teams across shifts and geographies
• Continuous improvement mindset (Lean / Six Sigma knowledge is a plus)
• Knowledge about transition methodology and framework.
  
  

About Electronic Arts

We’re proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA. We value adaptability, resilience, creativity, and curiosity. From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth.

We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life. Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more. We nurture environments where our teams can always bring their best to what they do.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.