People Services Specialist

1 month ago

Sunnyvale, California, United States Intuitive Surgical Full time
Job Description

Primary Function of Position:

As a member of the People Services team, the People Services Specialist will play a key role in supporting HR programs, policies, and processes to ensure HR service delivery is timely and efficient. The People Services Specialist is responsible for completing a variety of tasks to support the daily operations of the HR department. Responsible for handling escalations and more advanced inquiries that are beyond the scope of Tier 1 support. The specialists will provide best-in-class customer service for HR second level tier support responding to the needs and requests of the organization and supporting the delivery of HR programs and execution of HR processes.

Essential Job Duties:

  • Act as an escalation point and coordinate support from Subject Matter Experts (SME) (e.g., HR Business Leaders (HRBLs), People Systems, Payroll and Center of Expertise (CoE) for resolution of more complex cases unable to be resolved through self-service or basic transactional support.
  • Respond to cases/tickets escalated related to employment policies, programs, and processes to Tier 2 in a timely manner in compliance with defined SLAs.
  • Work collaboratively by building & maintaining strong relationships that foster trust and accountability across the organization to deliver customer - centric HR services.
  • Support the delivery of annual / recurring HR programs and process, including but not limited to performance and compensation planning and talent planning/development initiatives.
  • Actively participate in continuous improvement efforts to increase effectiveness and efficiency of the People Services organization.
  • Work with other HR functions to identify issues, streamline processes and build synergies to improve employee experience and efficiency.
  • Prepare and maintain accurate and effective documentation, communication to customers in consultation with HR compliance, People Solutions, HRBLs, and cross-functional partners for process and procedure changes, as needed.
  • Assist with the execution of People Services internal controls by supporting the integrity of employee record and HR system and services related data.
  • Engage with Digital Experience team to develop, enhance, and educate employees on self-service content. Update People Services Knowledge Base and support the delivery of in person HR systems support/training when required.
  • Contribute to the development of HR Services Tier 1 representatives on HR policies, programs, and procedures, when needed.
  • Provide regional specific support as required based-on country/region specific needs.
  • Act as end-to-end point of contact for most cases with escalation to COEs and People Solutions team when unable to be resolved within Tier 2.
  • Actively participate and collaborate with other teams on projects for HR system implementations, improvement and enhancements to new and existing HR applications, reports and business processes.
  • Regularly prepare, review accurate and effective documentation which may include wet signature documents requiring HR support / communication to customers to ensure consistency in consultation with HR compliance, People Solutions and HRBLs for process / procedure / policy changes.

On-Site Job Duties, if applicable (in addition to the essential job duties listed above):

  • Provide, as required, on-site HR support to Employee Relations (ER) function for specific cases requiring in-person escalated manager coaching/support (if local ER support is not available).
  • Proactively partner with People Leaders as needed to resolve low-complex employee related issue.
  • Act as on-site HR Specialist supporting employees face-to-face in locations with larger groups of employees and/or where onsite support would be needed.
  • Provide in-person light coaching for people leaders on key manager processes, tools, and systems.
  • Assists with onsite delivery of programs (e.g., on-boarding of new hires).
  • Responsible for ensuring compliance with local laws and regulations.
  • Partner with People Solutions, COEs and HRBLs to deliver and execute cyclical programs onsite.
  • Pull-in needed support and resources, as needed, for support and additional insights (e.g., HRBLs, COEs) in more complex matters and as dictated by business need.
  • Identify gaps in services/programs/policies and escalate to appropriate team – COE, HRBL, etc.
  • Respond to escalations from Tier 1 or Tier 2 where on-site support is needed for resolution.
  • Periodic opportunities to volunteer/support local business cultural and recognition initiatives.
  • Support HR leaders when on-site crisis management situations arise on campus.

Specialized Support Job Duties (e.g., ER, Global Mobility, Comp and Benefits, Payroll), if applicable (in addition to the essential job duties listed above):

  • Act as subject matter expert in designated area for assigned region/location.
  • Provide specialized support in areas such as Payroll, Global Mobility, Comp & Benefits, ER & Compliance, and other areas, as assigned.
  • Maintain knowledge and skills for assigned area of specialization.
  • Proactively identify areas for process improvement or gaps in services, trends, etc. in collaboration w/ COEs, People Solutions, and/or other departments.

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