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Finance And Accounting employee, Emanuela Jastrzebski, posing in front of transparent background

Payroll Support Representative

Company Description

Descripción de la empresa

En Intuitive, estamos unidos detrás de nuestra misión: creemos que la atención mínimamente invasiva es la atención que mejora la vida. Mediante la inventiva y la tecnología inteligente, ampliamos el potencial de los médicos para curar sin limitaciones.

Como pioneros y líderes del mercado en cirugía robótica, nos esforzamos por fomentar un equipo inclusivo y diverso, comprometido con marcar la diferencia. Durante más de 25 años, hemos trabajado con hospitales y equipos de atención de todo el mundo para ayudar a resolver algunos de los desafíos más difíciles de la atención médica y avanzar en lo que es posible.

Intuitive se ha construido gracias a los esfuerzos de grandes personas de diversos orígenes. Creemos que las grandes ideas pueden provenir de cualquier lugar: nos esforzamos por fomentar una cultura inclusiva basada en la diversidad de pensamientos y en el respeto mutuo. Lideramos con inclusión y capacitamos a los miembros de nuestro equipo para que trabajen de la mejor manera y manifiesten su auténtica personalidad.

Las personas apasionadas que quieren marcar la diferencia impulsan nuestra cultura: los miembros de nuestro equipo se basan en la integridad, tienen una sólida capacidad para aprender, la energía para hacer las cosas, y aportan experiencias diversas del mundo real para ayudarnos a pensar de nuevas maneras. Invertimos activamente en los miembros de nuestro equipo para apoyar su crecimiento a largo plazo y así poder continuar avanzando en nuestra misión y alcanzar su máximo potencial.

Únase a un equipo comprometido a dar grandes pasos hacia delante para una comunidad global de profesionales de atención médica y sus pacientes. Juntos, avancemos en el mundo de la atención mínimamente invasiva.

Job Description

Primary Function of Position:

We are looking for a motivated and detail oriented individual, who will create a positive experience to all our customers, to join our Payroll team. This role will be located at our Mexicali, Mexico Shared Service Center with a primary focus on supporting payroll operations for U.S.-based employees.  In this role, you will partner cross-functionally with our Human Resources Mexicali organization while providing seamless support for the U.S. Payroll Team based in Atlanta, GA (U.S.). This role will offer opportunities to lead on key projects, drive process improvements, and enhance performance metrics in addition to being the initial point of contact for payroll related issues for U.S.-based employees by leading the effort of ServiceNow ticket administration. 

Roles and Responsibilities:

  • Key member of the U.S. Payroll team that is the primary liaison with Mexicali HR team ensuring seamless partnership in delivering an outstanding customer experience.
  • Oversee management of ServiceNow platform for U.S. Payroll team including metric reporting, Service Level Agreement (“SLA”) performance, and more.
  • Provide top tier customer support for employee payroll-related inquiries through ServiceNow by being initial reviewer of ServiceNow cases, assign case complexity and priority, resolve cases when able, and escalate to manager when necessary.
  • Lead recurring meetings and reviews of payroll case management and metrics for U.S. Payroll team to drive transparency and accountability for case resolution management. 
  • Develop standard operating procedures (“SOPs”) for frequent employee payroll-related inquiries to expedite resolution.
  • Enhance frequency of communication to customers (i.e., weekly reporting of case status) throughout the case management cycle to ensure customers are provided frequent updates to improve transparency (i.e., case assignment, target completion date, status updates, and more).  
  • Become proficient in company’s HR and payroll systems (i.e., HCM, ADP, WorkForce).
  • May assist with administering other special projects as needed.

Qualifications

Required Knowledge, Skills, and Experience:

 

  • Ability to thrive in a matrix organizational environment across multiple cultures.
  • Verbal and written fluency in English and Spanish
  • Passion for delivering world-class customer service with focused attentiveness and responsiveness to employee needs.
  • Demonstrated ability to manage multiple tasks requiring rigorous and meticulous attention to detail.
  • Acts proactively to achieve results and always strives to deliver more than is expected before being asked to.
  • Thrives in cross-functional environment to drive better solutions and outcomes; seeks input to make better informed decisions.
  • Excellent organizational skills and initiative to improve processes.
  • Experience with the following tools a plus: ServiceNow, ADP, WorkForce, and Workday (or other HCM system).
  • Minimum 4+ years of Payroll or Human Resources experience.
  • Bachelor's degree and/or certification in Business Administration or related field is preferred.

     

    Additional Information

    Required Knowledge, Skills, and Experience:

     

    • Ability to thrive in a matrix organizational environment across multiple cultures.
    • Verbal and written fluency in English and Spanish
    • Passion for delivering world-class customer service with focused attentiveness and responsiveness to employee needs.
    • Demonstrated ability to manage multiple tasks requiring rigorous and meticulous attention to detail.
    • Acts proactively to achieve results and always strives to deliver more than is expected before being asked to.
    • Thrives in cross-functional environment to drive better solutions and outcomes; seeks input to make better informed decisions.
    • Excellent organizational skills and initiative to improve processes.
    • Experience with the following tools a plus: ServiceNow, ADP, WorkForce, and Workday (or other HCM system).
    • Minimum 4+ years of Payroll or Human Resources experience.
    • Bachelor's degree and/or certification in Business Administration or related field is preferred.

     

    Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados, y prohibimos cualquier tipo de discriminación y acoso, independientemente de su raza, sexo, condición de embarazo, orientación sexual, identidad de género, origen nacional, color, edad, religión, condición de veterano protegido o de discapacidad, información genética o cualquier otra condición protegida por las leyes federales, estatales o locales aplicables.

    Shift: Day
    Travel: None

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