Sr Manager, Global People Services

hace 2 semanas

Mexicali, México Intuitive A tiempo completo

**Company Description**:
At Intuitive, we are united behind our mission: we believe that mínimally 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 mínimally invasive care.

As a member of the People Services global team, the **Sr** **Manager**, Global People Services**, will play a key role in ensuring efficient, cost-effective, and compliant delivery of people services with seamless cooperation with other People Services teams and inter departments. Responsible for embedding HR Service Delivery strategy, s/he will provide line management support and guidance to Tier 1 People Services team members, with aim to provide customer focused and highly effective HR services in alignment with our desired employee experience.

This team plays a key role within HR Service Delivery, serving as the primary interface for HR queries and requests from managers, employees, and other HR functions. The team will ensure excellence and continuous improvement in delivery of full range of HR support using pre-defined answers, processes and scripts to ensure service consistency to customers. S/he will support organization with transactional activities which cannot be completed by self-service.

As an inclusive manager, s/he will actively participate in fostering service delivery excellence, superb customer service and own the employee experience during important employee life cycle moments.

**Roles and Responsibilities**:

- Oversee global team of Tier 1 HR shared services specialists responsible for serving as first point of contact for employees and managers reaching out to HR with HR systems / data queries and requests, which cannot be solved by self-service.
- Ensure employee requests are answered in a timely, professional, and respectful manner while ensuring understanding of sensitive and confidential issues. Ensure resolution at first point of contact, whenever possible, with customer-centric approach.
- Ensure efficient allocation of incoming cases, focusing on prioritization, work organization, triage of complex cases and timely escalation to Tier 2 or 3, as needed.
- Research and perform basic interpretation of company policies and procedures to provide education to employees, managers, and team members. Provide guidelines for case resolution to team members.
- Monitor queries and requests, maintain organized records of employee cases and recommend process / knowledge base updates in liaison with Tier 0 and 2 leaders.
- Oversee light coaching to employees and managers on self-service resources and tools.
- In partnership with HR Transformation Manager and others across HR function, identify and inform opportunities for continuous process improvement and automation.
- Monitor adherence to and comply with HR SLAs and quality standards.
- Develop a highly effective team by providing leadership, building organizational capability, fostering teamwork and managing workload for global People Services Tier 1 function
- Monitor and oversee the team’s performance, training, and development.
- Plan, organize and coordinate HR and cross-functional projects and initiatives using the project management approach.

**Qualifications**:
**Roles and Responsibilities**:

- Oversee global team of Tier 1 HR shared services specialists responsible for serving as first point of contact for employees and managers reaching out to HR with HR systems / data queries and requests, which cannot be solved by self-service.
- Ensure employee requests are answered in a timely, professional, and respectful manner while ensuring understanding of sensitive and confidential issues. Ensure resolution at first point of contact, whenever possible, with customer-cen

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