Senior Manager, People Services

Job Description

Primary Function of the Position

As a member of the People Services global team, the Senior Manager, People Services, will play a key role in providing overall leadership to the regional Shared Services team by ensuring efficient, cost-effective, and customer focused delivery of services. Acts as primary point of contact and liaison with other teams (e.g., Payroll, Total Rewards) to provide services to employees. Responsible for executing against HR Service Delivery strategy and providing support and guidance to People Services team members while providing customer focused and highly effective HR services in alignment with our desired employee experience.

Essential Job Duties

• Oversee team of HR shared services specialists; responsible for serving as the escalation point for employees and managers reaching out to HR with inquiries which cannot be solved by self-service or the services team.

• Partner with other regional People Services leaders to lead a best-in-class global shared services organization, optimizing resources when/where necessary across regions.

• Manage appropriate staffing/gearing ratios for all regional shared service roles to ensure team’s ability to effectively support required case load and new hire volume while achieving overall cost to serve targets.

• Ensure Services team is adequately trained on ServiceNow (and other relevant tools needed for role) and capable of utilizing the tool in an efficient and effective matter.

• Create effective on-boarding and training plans are in place for all roles in the People Services organization with regional localization differences captured.

• Ensure employee requests are answered in a timely, professional, and respectful manner while ensuring understanding of sensitive and confidential issues.

• Responsible for resolution of requests, engaging the appropriate subject matter experts within the team whenever possible, always with a customer-centric approach.

• Ensure data integrity by way of driving best practices through expert understanding of dashboard, systems/tools, processes, auditing, and internal tracking.

• Work with the team to understand and develop reporting requirements and lead the team to ensure that all operational processes deliver quality and timely data.

• Ensure efficient allocation of incoming cases, focusing on prioritization, work organization, triage of complex cases and timely escalation, as needed.

• Research and perform subject matter interpretation of company policies and procedures to provide education to employees, managers, and team members.

• Provide guidelines for case resolution to team members.

• Solve problems and get to the root cause of any issue, no matter how complex.

• Continually review, improve, and document process standards for your areas of responsibility. Where appropriate, strive for global consistency.

• Oversee team of HR specialists dedicated to providing light coaching to employees and managers regarding how to gain key resources, training and tools regarding inquiries related to employee relations and HR programs, policies, and compliance matters.

• In partnership with Global People Services colleagues, help identify and inform opportunities for continuous process improvement and automation.

• Monitor adherence to and comply with HR Service Level Agreements (SLAs) and quality, compliance standards.

• Develop a highly effective team by providing leadership, building organizational capability, fostering teamwork and managing workload for People Services catalog of services.

• Monitor and oversee the team’s performance, training, and development.

• Collaborates with stakeholders to provide consultation, process design, and project management of HR program implementations and initiatives like compensation, benefits, performance management, or training.

• Plan, organize and coordinate HR and cross-functional projects and initiatives using the project management approach.

Qualifications

Required Skills and Experience

• 10+ years of relevant shared services 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 with a best-in-class service delivery framework.

• 5+ years of experience with ServiceNow platform

• 2+ years of experience in leading projects and developing standardized processes.

• Demonstrated experience in delivering high quality services in HR as evidenced by key metrics.

• 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.

• Contributes to development of scalable methodologies, trainings, and tools to optimize HR operations and streamline core processes.

• Excellent organizational and oral/written communication skills.

• Experience with the following tools a plus: Oracle, Workday, ServiceNow or other customer portal / case management systems.

Required Education and Training

• Bachelor's degree and/or certification in HR, Business Administration, or related field is preferred.

Working Conditions

• Must be able to travel up to 20%

Preferred Skills and Experience  

• Strong process management and analytical skills, self-motivated, and goal-oriented individual that thrives on improving business performance.

• Experience with the following tools is a plus: Workday (or other HCM systems), Smart Recruiters (ATS) and ServiceNow.

• Deep understanding of overall HR Processes and Services, manufacturing environments a plus

• Continuous Improvement / Lean education or experience is a plus.

• Experience with Human Capital Management system implementations (SAP, Oracle, Workday)

• Experience working in global environment is a plus.

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal 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.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target compensation ranges are listed.