Senior Manager, People Services

• Ways of Working:
  Set Schedule - This job will be onsite weekly, the percentage of onsite work will be defined by the leader.
• Employee Type:
  Employee
• Min. Salary Region 1: 164000 USD
• Global Job Level (HCM):
  Management 4, Sr Mgr (14)
• Min. Salary Region 2: 139400 USD

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive
. As a global leader in robotic-assisted surgery and minimally invasive care
, our technologies—like the da Vinci surgical system and Ion
—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare
, you’ll find your purpose here.

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.

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 Service Now (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…