Director, HR Service Operations and Employee Relations

Aristocrat Leisure LTD•Las Vegas, NV

58d

About The Position

Aristocrat seeks an outstanding Director for People & Culture Service Operations, responsible for leading the P&C centralized services group in the Americas region. This role provides strategic solutions and mentorship across all service areas and now includes ownership of the employee relations function within the shared services organization. The successful candidate will bring deep operational experience leading people shared services teams, hands-on expertise with systems such as Workday and ServiceNow, and the ability to build scalable service delivery models. They will act as a champion and trusted partner-elevating team capabilities, expanding service excellence, and embedding a culture of continuous improvement. This leader will also strengthen the team's Employee Relations capabilities. They will guide the end-to-end process for handling ER cases and investigations. They will provide mentoring on sensitive workplace matters.

Requirements

Bachelor's degree in HR, Business, or a related field; HR certifications (AIHR, HRCI, SHRM, etc.) are valued.
10+ years of HR experience, with at least 3+ years in leadership roles within Shared Services or Employee Relations.
Proven success leading P&C Shared Services Operations teams and coordinating emergency room case coordination processes using ServiceNow or similar platforms.
Demonstrated experience using Workday as a core HRIS to support P&C operations and employee data management.
Solid understanding of Employee Relations protocols, including investigations, corrective action, and coaching for leaders and employees.
Ability to design and implement operational improvements that balance compliance, emotional intelligence, and business outcomes.
Skilled in leadership, communication, and collaborator management; able to navigate sensitive situations with integrity and discretion.
Highly self-sufficient, analytical, and adaptable; excels in ambiguous and fast-paced environments.
Passionate about improving employee experience through efficient processes, empowered teams, and innovative solutions.
Exceptional written and verbal communication skills with the ability to influence across all levels.
Ability to travel (<5%).

Responsibilities

Lead and scale a high-performing HR shared services team that delivers a broad range of operational functions, including employee inquiries, onboarding/offboarding, P&C delivery, benefits administration, employee relations case management and investigations, and other HR services.
Own and coordinate the Employee Relations job function, ensuring all work related to employee relations, including advice and counsel, employee experience, and investigation cases, is developed, tracked, and resolved within the case management system (e.g., ServiceNow) with accuracy, timeliness, and confidentiality.
Deliver the full scope of ER work - from initiation through completion for PIPs, redundancies, disciplinaries, probation, investigations, whistleblower, policies, grievances, and elevated manager support, including advice, counsel, training, and guidance - ensuring consistency, fairness, and compliance with policies and laws.
Coach and level up the team to confidently handle employee life-cycle inquiries, benefit administration, payroll inquiries, and ER-related conversations, including performance counseling, handling discipline, and workplace investigations, while maintaining a strong employee advocacy approach.
Develop short-term and long-range strategies for HR operational objectives; stay informed about evolving trends and regulations, incorporate guidelines, anticipate future needs, and proactively design scalable solutions.
Collaborate closely with HR Business Partners and Legal partners on complex employee relations matters, ensuring alignment with company policies, values, and culture.
Enhance process efficiency and employee experience by using technology for optimization, automation, and self-service solutions.
Define, develop, and report key service metrics for both general HR operations and ER case management to drive continuous improvement and service excellence.
Develop a culture of trust and accountability by developing the team's professional capabilities through training, communication, and change leadership.
Support the Americas region's P&C community, build strong partnerships with leaders, and deliver high-quality operational support with professionalism and emotional intelligence.
Lead, mentor, and develop the team, providing clear goals, feedback, and growth pathways-empowering them to deliver exceptional service and sound employee relations support.