Sr. 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 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, Talent Acquisition) 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 global 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 impro