Intuitive Surgical

Job Description

Primary Function of Position:

As a key member of the People Services and Solutions team, the Senior Director, Global People Services 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 our more complex HR shared services customer support requests from the Intuitive employee population. 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).

Roles and Responsibilities:

• Partner with regional People Services leaders to build a scalable shared services organization providing support around the globe.
• Assess current state shared services model and create a strategy and vision around needed organizational structure and workflow changes.
• Establish and maintain solid relationships with COE, HR, 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 patters. 
• Lead a high performing People Services Team with responsibilities for both global, high volume employee lifecycle support (hire to retire, performance management, low-complexity employee relations, pre-payroll, talent acquisition and talent management).
• Ensure the People Services team has the necessary training and skills to provide the service and experience expected from a best-in-class service delivery team.
• 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 for customers.
• Partner with HR Systems and Services to build dashboards & reporting to enable monitoring and improvement of service delivery.
• Create ServiceNow (case management tool) reporting and dashboards to help manage caseloads, track cases and performance against SLAs and to provide routine reporting to HRLT and business leaders.
• Demonstrate ability to drive ongoing improvements through standardizing, automating, and consolidating processes in support of HR strategic goals.
• Partner with key stakeholders to regularly re-evaluate global processes, programs, and enterprise initiatives for achieving desired outcomes that meet our customer expectations while balancing the need for standardization, scale, and efficiency.
• Provide feedback and insight to help inform requirements for localization to ensure compliance with local labor laws and market benchmarks.
• Monitor and oversee the team’s performance, training, and development.
• Parter with Digital Experience team to design, create and implement a framework for employee self-service.
• Contribute to updates to HR Knowledge Base to enable more self-service capabilities.