General Information

Locations: Hyderabad, Telangana, India

Role ID

216125

Worker Type

Regular Employee

Studio/Department

People Experience & Workplaces

Work Model

Hybrid

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, recent 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 deve

📌 Team Lead, PE Shared Services (Hyderabad)
🏢 Electronic Arts
📍 Hyderabad