Senior Manager, People Services

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

Primary Function of Position:

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.

Essential Job Duties:

• Oversee regional team of People Services representatives providing support globally and specialists responsible for providing operational support in region to the business.
• In partnership with People Operations leadership, responsible for setting strategy for assigned geographical location.
• Maintain strong relationships with regional leadership team to understand their needs, gaps in service (perceived or real) and to understand future growth opportunities or changes in the business that may impact overall service delivery model.
• 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 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.
• Ensure efficient allocation of team resources and ongoing optimization of business processes and activities.
• 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.
• Oversee 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 adherence to HR SLAs and quality standards.
• Ensure HR Document repository is maintained in partnership with the Digital Experience team, 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 by upskilling & training, 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.
• Oversee support of onsite delivery & execution of annual/recurring HR programs & processes, including but not limited to performance and compensation planning and talent planning/development initiatives.
• Support identification, prioritization, and communication of respective site needs or areas of opportunity to appropriate service delivery teams and/or HR Business Leader (HRBL)

Qualifications

Skills, Experience, Education, & Training:

• 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
• 5+ years of experience in leading projects and developing standardized processes a plus
• Experience working in a shared services environment.
• Experience working in a global 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
• 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: Workday, ServiceNow or other customer portal / case management systems

Additional Information

Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados, y prohibimos cualquier tipo de discriminación y acoso, independientemente de su raza, sexo, condición de embarazo, orientación sexual, identidad de género, origen nacional, color, edad, religión, condición de veterano protegido o de discapacidad, información genética o cualquier otra condición protegida por las leyes federales, estatales o locales aplicables.