Senior Manager, People Services

Job Description

Company Description At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care. Job Description As a member of the People Operations global team, the Senior Manager, People Services, will be responsible for the delivery and execution of the overall service delivery strategy in a region/area. The Senior Manager will play a key role in ensuring efficient, cost-effective, and compliant delivery of services in a region/area while also providing a positive end user experience. In partnership with other people services leaders, the Senior Manager is responsible for helping co-create and drive the global Service Delivery strategy. The role will be a member of the broader regional HR leadership team. The Senior Managers will provide support, guidance and development to regional People Services team members, with the goal of creating a customer focused and highly effective HR services team in alignment with our desired employee experience. Role & Responsibilities Oversee regional team of People Services representatives and specialists responsible for serving as a point of contact for employees and managers reaching out to HR. In partnership with People Operations leadership, responsible for setting strategy for assigned geographical location. Build and maintain relationships with key stakeholders (e.g., regional leaders, HRBLs, COEs and other People Operations leaders) to maintain clear lines of communication. Parter with other shared services leaders to execute on overall service delivery strategy, ensuring alignment where appropriate and an effective ’follow the sun’ model. Ensure employee requests are answered in a timely, professional, and respectful manner providing an experience aligned with Intuitive culture. Leverage HR system tools (Workday, Tableau and ServiceNow) and resources to measure performance and identify opportunities for improvement. Ensure efficient assignment of incoming cases through proper system configuration (partnering with People Systems) and by focusing on prioritization, work organization, triage of complex cases and timely escalation within and outside of the team, as needed. Provide daily coaching and guidance to team on how to efficiently resolve cases and improve interactions, when needed. Responsible for maintaining accurate staffing levels and proactively planning for staffing needs and overseeing standardized processes (e.g., onboarding /off-boarding tasks, employee lifecycle processes, TA coordination, and support of mobility & transfer processes). Routinely monitor HR inquiries/cases to ensure monitor adherence to and comply with HR SLAs and quality standards. Ensure HR Document repository is maintained, make recommendations for updates to job aids and knowledge base updates in partnership with applicable internal stakeholders. Provide coaching to employees and managers on self-service resources and tools. In partnership with HR Stakeholder and Leadership across HR function, identify and inform opportunities for continuous process improvement and automation. Develop a highly effective team by providing leadership, building organizational capability, fostering teamwork and managing workload for regional People Services function. Plan, organize and coordinate HR and cross-functional projects and initiatives using the project management approach Qualifications Bachelor's degree, preferably with an emphasis in HR or Business administration 10+ years of relevant experience in an HR, customer center or solution center at a global organization, preferably in med-tech or tech industries 5+ years of experience in leading an HR shared service or operations team and applying service delivery framework Experience working in a global and regional shared services environment Demonstrated experience in delivering high quality services in HR Experience in lean six sigma, process improvement and implementation of HRIS and Service Management tools Ability to work independently, effectively manage time, prioritize and manage workload Proven ability to manage and motivate teams and ability to coach team members on human resources policies, processes, rules and regulations Excellent collaboration skills with ability to manage conflict and defuse difficult situations Analytical skills with the ability to resolve a wide variety of complex issues or problems Ability to contribute to development or modification of HR policies, processes and documentation Excellent organizational and oral/written communication skills Experience with the following tools a plus: Workday, ServiceNow or other customer portal / case management systems 5+ years of experience in leading projects and developing standardized processes a plus Additional Information ntuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws. We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws. Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws. We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws. Show more Show less