Senior Manager, People Services
- Mexicali, B.C.
- Permanente
- Tiempo completo
- Oversee regional team of People Services representatives providing support globally and specialists responsible for providing operational support in region to the business.
- In partnership with People Operations leadership, responsible for setting strategy for assigned geographical location.
- Maintain strong relationships with regional leadership team to understand their needs, gaps in service (perceived or real) and to understand future growth opportunities or changes in the business that may impact overall service delivery model.
- Build and maintain relationships with key stakeholders (e.g., regional leaders, HRBLs, COEs and other People Operations leaders) to maintain clear lines of communication.
- Parter with other shared services leaders to execute on overall service delivery strategy, ensuring alignment where appropriate and an effective 'follow the sun' model.
- Ensure employee requests are answered in a timely, professional, and respectful manner providing an experience aligned with Intuitive culture.
- Leverage HR system tools and resources to measure performance and identify opportunities for improvement.
- Ensure efficient assignment of incoming cases through proper system configuration (partnering with People Systems) and by focusing on prioritization, work organization, triage of complex cases and timely escalation within and outside of the team, as needed.
- Ensure efficient allocation of team resources and ongoing optimization of business processes and activities.
- Provide daily coaching and guidance to team on how to efficiently resolve cases and improve interactions, when needed.
- Responsible for maintaining accurate staffing levels and proactively planning for staffing needs.
- Oversee standardized processes (e.g., onboarding /off-boarding tasks, employee lifecycle processes, TA coordination, and support of mobility & transfer processes).
- Routinely monitor HR inquiries/cases to ensure adherence to HR SLAs and quality standards.
- Ensure HR Document repository is maintained in partnership with the Digital Experience team, make recommendations for updates to job aids and knowledge base updates in partnership with applicable internal stakeholders.
- Provide coaching to employees and managers on self-service resources and tools.
- In partnership with HR Stakeholder and Leadership across HR function, identify and inform opportunities for continuous process improvement and automation.
- Develop a highly effective team by providing leadership, building organizational capability by upskilling & training, fostering teamwork and managing workload for regional People Services function.
- Plan, organize and coordinate HR and cross-functional projects and initiatives using the project management approach.
- Oversee support of onsite delivery & execution of annual/recurring HR programs & processes, including but not limited to performance and compensation planning and talent planning/development initiatives.
- Support identification, prioritization, and communication of respective site needs or areas of opportunity to appropriate service delivery teams and/or HR Business Leader (HRBL)
- Bachelor's degree, preferably with an emphasis in HR or Business administration
- 10+ years of relevant experience in an HR, customer center or solution center at a global organization, preferably in med-tech or tech industries
- 5+ years of experience in leading an HR shared service or operations team and applying service delivery framework
- 5+ years of experience in leading projects and developing standardized processes a plus
- Experience working in a shared services environment.
- Experience working in a global environment
- Demonstrated experience in delivering high quality services in HR
- Experience in lean six sigma, process improvement and implementation of HRIS and Service Management tools
- Ability to work independently, effectively manage time, prioritize and manage workload
- Proven ability to manage and motivate teams
- Ability to coach team members on human resources policies, processes, rules and regulations
- Excellent collaboration skills with ability to manage conflict and defuse difficult situations
- Analytical skills with the ability to resolve a wide variety of complex issues or problems
- Ability to contribute to development or modification of HR policies, processes and documentation
- Excellent organizational and oral/written communication skills
- Experience with the following tools: Workday, ServiceNow or other customer portal / case management systems