Sr. Director, Global People Services & Solutions

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 key member of the People Operations team, the Senior Director, Global People Services & Solutions, will lead the continued evolution of building a high performing global shared services team. This role is responsible for driving results through excellence in execution coupled with exemplary customer service and support. Responsible for driving efficiency and service excellence by creating an effective tiered service delivery team, monitoring the performance service delivery against key performance metrics, having an eye for continuous process improvement, and ensuring a positive employee experience,

This position will oversee excellence in delivery of both global, low complexity HR shared services customer service support requests as well as the more complex requests and the execution and delivery of key programs. This role must be focused on continuous improvement, harmonization of policy and process documentation and global process design in partnership with other internal customer groups: People Solutions, Employee Relations & Compliance, and larger HR teams (People Systems, Centers of Expertise, HR Business Leaders).

Key Responsibilities:

• Partner with regional People Services & Solutions leaders to build a scalable shared services organization providing support around the globe.
• Assess current state shared services & solutions model and create a strategy and vision around needed organizational structure and workflow changes.
• Establish and maintain solid relationships with COEs, HR leadership, and business leaders across the organization.
• Ensure adherence to staffing models and gearing ratios for volume driven roles which requires close partnership with business leaders and finance to understand hiring patterns. 
• Lead a high performing People Services & Solutions Team with responsibilities for global, high volume employee lifecycle support (e.g., hire to retire, performance management, low-complexity employee relations, pre-payroll, talent acquisition and talent management) and staffing support (e.g. background checks, recruiting, etc.).
• Ensure the People Services & Solutions team has the necessary training and skills to provide the service and experience expected from a best-in-class service delivery team.
• Develop a team that embraces the Intuitive culture while also recognizing the need to embrace change and drive performance in a high growth employee population fostering flexibility, adaptability, and productivity.
• Shape the People Services & Solutions organization to deliver a sustainable, consistent employee experience across the organization.
• Provide supervisors and managers clear deliverables and routinely track progress, providing on-going feedback and coaching as needed.
• Identify problem areas in service delivery and recommend solutions.
• Monitor adherence to and comply with Intuitive Service Level Agreements (SLAs). Provide inputs to enhancement of HR SLAs to better define expectations and create accountability for delivering of HR services.
• Ensure successful utilization of ServiceNow (HR HelpNow) – team must be fully trained and capable of leveraging the tool to create maximum efficiency and the best possible experience f