People & Culture Service Delivery Team Leader

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

We have an exciting opportunity to join our People & Culture team in Manila and are currently looking for a People & Culture Service Delivery Team Leader to join the team.

The People & Culture Service Desk Team Leader is responsible for overseeing the efficient and effective delivery of services through the People & Culture Service Desk. The mission of the P&C Service Delivery Team Leader is to lead a high-performing team in delivering exceptional service to workers and stakeholders across the organisation.

The P&C Service Delivery Team Leader plays a critical role in optimising service delivery processes, managing People Operations Specialists, and collaborating with cross-functional stakeholders to enhance the worker experience and support the organisation's people and culture objectives. This role is focused on optimising service delivery processes, leading the service desk team, coaching them to provide exceptional service & ensuring timely and accurate resolution of tickets and requests in the People & Culture Service Desk. The Team Leader will collaborate closely with People Partners, Talent Acquisition, Learning & Development, and other departments to ensure seamless integration of services, aligning with the organisation's overall people and culture strategy.

Key responsibilities will include:

Manage the day to day service desk operations ensuring that team members are meeting service level agreements and efficiency and quality standards.
Serve as an expert on people operations service desk delivery, processes and procedures.
Be an escalation point for service desk delivery tickets covering onboarding, offboarding, global mobility, letter requests and other ad hoc tasks.
Monitor the efficiency of the service desk by ensuring tickets are assigned and resolved within agreed SLAs depending on priority & complexity.
Perform regular quality assurance audits of resolved tickets and provide support & training where quality can be improved.
Perform root cause analysis for issues related to people operations service desk delivery.
Use data analysis techniques and tools to create data visualisations of process activity, trends, variations and user sentiments.
Produce weekly reports for key stakeholders on operational service delivery.
Stay updated on industry trends, emerging practices, and relevant regulations related to people management.
Perform other deliverables and outcomes as directed by the COMPANY from time to time.

What you will bring to the role:

Bachelor’s degree in Human Resources, Psychology, Business Administration, or a related field.
At least 4–5 years of progressive experience in HR or People Operations, including 1–2 years in a supervisory or lead role.
Strong knowledge of HR operations, HRIS tools, and service delivery frameworks.
Experience working with ticketing systems and managing SLA-based service environments.
Solid understanding of employee lifecycle processes and data handling best practices.
Proven experience working in fast-paced, agile, or scaling organizations

Personal Competencies:

Building trust. Demonstrates honesty; keeps commitments; behaves in a consistent manner.
Confidentiality. Handles confidential information without breaking trust or confidence..
Applied learning. Readily absorbs and comprehends new information from formal and informal learning experiences.
Communication skills. Proactively communicates; informs others of what they need to know.
Utilises oral and written communication to enhance relationships across the organisation.
Capably articulates thoughts and ideas in speaking and listens carefully to others.
Problem analysis and problem solving. Uses sound or logical judgement to spot and analyse problems, develop alternative solutions and initiate corrective action.
Interpersonal skills. Demonstrates clear, professional, and respectful communications in all interactions, consistent with an inclusive work environment. Treats others with dignity and respect.

We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion. Any changes to our remote work arrangement will be communicated with ample notice.

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co