Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Job Description

Job Title:  Global Service Owner (HR-GSO), Manager – Insulet Global Business Services (IGBS)

Department: Global HR Services

Position Overview:

We are building a new (greenfield) Insulet Global Business Services (IGBS) organization to support the rapid growth of our company through excellent business services, delivered in an optimized model from a Capability Center in Guadalajara.  The Global Service Owner (HR-GSO) has overall responsibility of acting as a primary liaison with the HR Centers of Excellence to ensure new programs, polices, and processes are rolled out successfully across existing HR Operation's scope of activities. This position will oversee Tier 0 HR information (knowledge management) and Tier 1 and Tier 1 inquiries from employees (service management). This dynamic leader will enhance HR service delivery through innovative processes, technology, and continuous improvement to deliver a best-in-class employee experience to our employees.

The role will work collaboratively and collectively across the global HR function to drive quality + timely transactions with delightful experiences. The role will ensure compliance with legal and regulatory requirements, HR policies and practices, and provide guidance and resolutions for escalated employee/candidates concerns. This dynamic leader will enhance HR service delivery through innovative processes, technology, and continuous improvement to deliver a best-in-class employee experience to our employees.

Key Responsibilities:

As part of this, we have Global Service Owners that manage the end-to-end delivery of key enterprise processes.  The Global Service Owner (HR-GSO) manages tier 1 chat and phone support, ensuring timely and accurate resolution of employee inquiries. Develop and maintain a knowledge base to assist in resolving common employee questions. Address and resolve employee inquiries related to HR policies, benefits, payroll, and other HR-related topics. Ensure high levels of customer service and employee satisfaction.Builds, leads, and maintains a strong global services team across multiple geographies and time zones to own the companywide HR Services function (including talent acquisition support, onboarding, benefits administration, offboarding, Workday  updates, etc.). Plans, organizes, and controls activities of the team and participates in developing department goals, objectives, and project plans to ensure adherence to schedules when deploying function-wide changes.Provides regular direction and communication to team members to ensure requirements are met and work is completed with quality, speed, and delightful experiences through effective recruiting, training, coaching, and team building. Provides statistical and performance feedback and coaching on a regular basis to each team member; writes and administers performance reviews for team members. Effectively handles escalated cases from all levels within the organization, Human Resources and vendor.Ensures process execution quality via establishing standards and procedures and conducting audits (continual evaluation) to recommend process improvements, innovative solutions, policy changes and/or major variations from established policy, which must be approved by appropriate leadership prior to implementation. Define, monitor, and ensure the delivery of a comprehensive set of performance metrics that are relevant to the HR Services.Lead a team of HR Services professionals to deliver an accurate and timely service to the broader HR team, and to continually drive for improvements in the team's performance while maintaining Sox compliance.
Fosters and maintains positive relationships with HR constituents; serves as an interface between internal customers and functional team members to ensure effective definition and delivery of People Operations processes and provides overall prioritization of work assignments and management of functional team resources and their activities. Manages vendor relations and deliverables from vendors, ensuring required service levels are met and issues resolved.

There are five primary objectives of the role:

Keep running the actual operations in place and manage knowledge transfer activities during the transition of new work into IGBS Lead the delivery of the services, according to the specification and design Manage and resolve service issues Build collaborative relationships with key colleagues, especially functional leaders who are customers of IGBS services Collaborate to drive continuous improvement of the services, including process and experience excellence activities

Education and Experience:

Bachelor’s degree in Human Resources, Business, Communications, or a related field.7+ years of experience working in Human Resources or related fieldExperience of GBS implementations, service delivery, experience excellence, and process automation

Preferred requirements:

5 years of people management experience with demonstrated success in building, leading, and motivating effective teams.3 years of experience with Workday

Skills/Competencies:

Track record of working in a customer-focused environment where the emphasis is on SLA's and continuous improvement. Ideally worked in an HR Shared Service Centre before, running an operations team, and other relevant operational experience.Ability to lead, coach, mentor and motivate a diverse team; ensure team and individual accountability and performance standards are met.Knowledge of case management solutions preferred.Able to manage multiple priorities, demonstrate objectivity, be results-oriented, and show initiative and creativity.Ability to communicate and interact effectively with different levels of the organization to negotiate, problem solve, complete projects and influence decision making.Must be flexible, work well under pressure, and have the ability to readily adapt to change.Strong customer service and teamwork orientation.Advance skills + technical capabilities in MS Office, Workday, and other related technologies.Demonstrating Role Model Behavior - Positive and professional representative of Insulet and the Human Resources team.Teamwork and Collaboration - Demonstrates effective working relationships and communications with coworkers and colleagues including proactive, transparent communication.Customer Service and Responsiveness – Following up and responding to inquiries (internal and external) within 24 hours.Continuous Improvement - Consistently seeking opportunities to improve the efficiency and effectiveness of our work and services provided. Exposure to LEAN and/or Six Sigma methodsQuality of Work – creates processes to ensure accuracy, thoroughness, and completeness.Finding a Way – Doing what it takes to get the job done. Demonstrating initiative and going above and beyond what it expected.Confidentiality – Ensuring all documents and conversations where sensitive information is involved is protected and secured at all times. This includes locking work area when leaving for the day and securing computer and documents when away from your desk.

Physical Requirements (if applicable):              

Some international travel will be required, approximately 10% to 20%.  Existing US visa preferred.          This position is performed in a traditional office environment and accesses