Senior Manager, People Services

Intuitive•Peachtree Corners, GA

About The Position

Job DescriptionPrimary Function of the PositionAs 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.

Requirements

10+ years of relevant shared services 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 with a best-in-class service delivery framework.
5+ years of experience with ServiceNow platform
2+ years of experience in leading projects and developing standardized processes.
Demonstrated experience in delivering high quality services in HR as evidenced by key metrics.
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.
Contributes to development of scalable methodologies, trainings, and tools to optimize HR operations and streamline core processes.
Excellent organizational and oral/written communication skills.
Experience with the following tools a plus: Oracle, Workday, ServiceNow or other customer portal / case management systems.
Bachelor's degree and/or certification in HR, Business Administration, or related field is preferred.
Must be able to travel up to 20%

Nice To Haves

Strong process management and analytical skills, self-motivated, and goal-oriented individual that thrives on improving business performance.
Experience with the following tools is a plus: Workday (or other HCM systems), Smart Recruiters (ATS) and ServiceNow.
Deep understanding of overall HR Processes and Services, manufacturing environments a plus
Continuous Improvement / Lean education or experience is a plus.
Experience with Human Capital Management system implementations (SAP, Oracle, Workday)
Experience working in global environment is a plus.

Responsibilities

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 ServiceNow (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 managers regarding how to gain key resources, training and tools regarding inquiries related to employee relations and HR programs, policies, and compliance matters.
In partnership with Global People Services colleagues, help identify and inform opportunities for continuous process improvement and automation.
Monitor adherence to and comply with HR Service Level Agreements (SLAs) and quality, compliance standards.
Develop a highly effective team by providing leadership, building organizational capability, fostering teamwork and managing workload for People Services catalog of services.
Monitor and oversee the team's performance, training, and development.
Collaborates with stakeholders to provide consultation, process design, and project management of HR program implementations and initiatives like compensation, benefits, performance management, or training.
Plan, organize and coordinate HR and cross-functional projects and initiatives using the project management approach.