Director People Services Solutions

3 weeks ago

Peachtree Corners, United States Intuitive Surgical Full time
Job Description

Primary Function of Position:

As a key member of the People Operations team, the Director, Global People Services & Solutions, will play a key role leading 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. It is also responsible for driving efficiency through an effective tiered service delivery team, monitoring the effectiveness of service delivery against key performance metrics, having an eye for continuous process improvement, and ensuring a positive employee experience.  This role must be focused on global policy and process design (with localization as required) in partnership with other internal customer groups: People Systems, Centers of Expertise, HR Business Leaders, etc.

Key Responsibilities:

  • Oversee regional People Services & Solutions leaders to build a scalable shared services organization providing support around the globe.
  • Lead a high performing People Services & Solutions Team with responsibilities for global, high volume employee lifecycle support (e.g., hire to retire, performance management, pre-payroll, talent acquisition, comp & benefits, and talent management) and staffing support (e.g. background checks, recruiting, etc.).
  • Partner with Digital Experience team to design, create and implement a framework for employee self-service and easier access to SOPs, process maps, fulfillment instructions and other key resources needed to effectively support the organization.
  • Assess current state shared services & solutions model and create a strategy and vision around needed organizational structure and workflow changes to better align support with service areas (e.g., TA, Comp, Benefits, GTM).
  • Establish and maintain solid relationships with COEs, HR leadership, 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 patterns.
  • Ensure the People Services & Solutions team has the necessary training and skills to provide the service and experience expected from a best-in-class service delivery team.
  • Develop a team that embraces the Intuitive culture while also recognizing the need to embrace change and drive performance in a high growth employee population fostering flexibility, adaptability, and productivity.
  • Monitor adherence to and compliance 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.
  • Partner with People Systems leadership to ensure optimized utilization of ServiceNow (HR HelpNow) for maximum efficiency and experience. Services and solutions teams must be fully trained and capable of leveraging the tool to create maximum efficiency and the best possible experience for customers.
  • Leverage dashboards & available reporting to enable monitoring and improvement of service delivery, provide supervisors and managers clear deliverables and routinely track progress, providing on-going feedback and coaching as needed.
  • 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.
  • Establish data management & audit administration excellence ensuring reliable and accurate data to support the business in making informed decisions.
  • Provide proactive data insights to help identify potential business needs, risks, or opportunities and actions to support delivery against talent strategy initiatives.
  • Develop, maintain & monitor global SOPs ensuring service delivery tasks are performed consistently, efficiently, and with quality.
  • Provide feedback and insight to help inform requirements for localization to ensure compliance with local labor laws and market benchmarks.
  • Identify and align “ad hoc” project resource and delivery requirements to ensure effective resource utilization and maximum ROI achievement for the services and solutions team.
  • Support the overall annual planning process from needs identification, through prioritization and resource allocation for future years.
  • Represent business-level perspectives to ensure local relevance, practical applicability, and cost optimization.
  • Responsible for ensuring the Solution Delivery team has the necessary tools and resources for collaboration, communication, and coordination to ensure consistency in delivery and execution across the organization.

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