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HR Operations Specialist

2 months ago

Sunnyvale, California, United States Intuitive Full time

Company Overview

At Intuitive, we are dedicated to our mission: we believe that minimally invasive care enhances lives. Through innovation and advanced technology, we empower physicians to heal without limitations.
As a leader in robotic-assisted surgery, we are committed to building a diverse and inclusive team that makes a significant impact. For over 25 years, we have collaborated with healthcare providers worldwide to tackle some of the most challenging issues in healthcare and expand the boundaries of what is achievable.
Our organization thrives on the contributions of individuals from various backgrounds. We believe that great ideas can emerge from anywhere. We aim to cultivate an inclusive culture centered on diverse perspectives and mutual respect. We prioritize inclusion and empower our team members to perform at their best as their authentic selves.
Our culture is driven by passionate individuals who seek to make a difference. Our team members are grounded in integrity, possess a strong capacity for learning, demonstrate the energy to accomplish tasks, and bring a wealth of real-world experiences that inspire innovative thinking. We actively invest in our team members to support their long-term development, enabling them to further our mission and reach their full potential.
Join a team committed to making significant advancements for a global community of healthcare professionals and their patients. Together, let’s enhance the world of minimally invasive care.

Role Overview

Key Responsibilities:

As a vital member of the People Services team, the HR Operations Specialist will play an essential role in facilitating HR programs, policies, and processes to ensure efficient and timely HR service delivery. The specialist will manage a variety of tasks to support the daily functions of the HR department. This role includes addressing escalations and more complex inquiries that exceed Tier 1 support capabilities. The specialist will deliver exceptional customer service for HR second-level support, responding to the needs and requests of the organization while assisting in the execution of HR programs and processes.

Core Duties:

Serve as an escalation point and coordinate assistance from Subject Matter Experts (SMEs), HR Business Leaders (HRBLs), People Systems, Payroll, and Centers of Expertise (CoE) for the resolution of complex cases that cannot be addressed through self-service or basic transactional support. Timely respond to escalated cases/tickets related to employment policies, programs, and processes to Tier 2 in accordance with defined Service Level Agreements (SLAs). Collaborate effectively by building and maintaining strong relationships that foster trust and accountability across the organization to deliver customer-focused HR services. Support the execution of annual and recurring HR programs and processes, including performance and compensation planning and talent development initiatives. Actively engage in continuous improvement initiatives to enhance the effectiveness and efficiency of the People Services organization. Collaborate with other HR functions to identify issues, streamline processes, and create synergies to improve employee experience and operational efficiency. Prepare and maintain accurate documentation and communications for customers in consultation with HR compliance, People Solutions, HRBLs, and cross-functional partners for necessary process and procedure changes. Assist in executing People Services internal controls by ensuring the integrity of employee records and HR system-related data. Work with the Digital Experience team to develop, enhance, and educate employees on self-service content. Update the People Services Knowledge Base and support in-person HR systems training as required. Contribute to the development of HR Services Tier 1 representatives on HR policies, programs, and procedures as needed. Provide region-specific support based on country/region requirements. Act as the primary contact for most cases, escalating to COEs and the People Solutions team when issues cannot be resolved within Tier 2. Collaborate with other teams on projects related to HR system implementations, improvements, and enhancements to existing HR applications, reports, and business processes. Regularly prepare and review accurate documentation, which may include signed documents requiring HR support/communication to ensure consistency in consultation with HR compliance, People Solutions, and HRBLs for process/procedure/policy changes.

On-Site Responsibilities (if applicable):

Provide on-site HR support to Employee Relations (ER) for specific cases requiring in-person escalated manager coaching/support. Proactively partner with People Leaders to resolve low-complexity employee-related issues. Act as an on-site HR Specialist, supporting employees face-to-face in locations with larger employee groups or where on-site support is necessary. Offer in-person coaching for People Leaders on key management processes, tools, and systems. Assist with the on-site delivery of programs, including onboarding of new hires. Ensure compliance with local laws and regulations. Collaborate with People Solutions, COEs, and HRBLs to deliver and execute cyclical programs on-site. Engage necessary support and resources for complex matters as dictated by business needs. Identify service/program/policy gaps and escalate to the appropriate team (COE, HRBL, etc.). Respond to escalations from Tier 1 or Tier 2 where on-site support is required for resolution. Participate in local business cultural and recognition initiatives as opportunities arise. Support HR leaders during on-site crisis management situations.

Specialized Support Responsibilities (if applicable):

Act as a subject matter expert in designated areas for assigned regions/locations. Provide specialized support in areas such as Payroll, Global Mobility, Compensation & Benefits, Employee Relations & Compliance, and other assigned areas. Maintain knowledge and skills relevant to the assigned area of specialization. Proactively identify areas for process improvement or service gaps in collaboration with COEs, People Solutions, and/or other departments.

Qualifications

Required Skills and Experience:

Strong understanding of local labor laws. Experience in process documentation. Proven ability to work independently, initiate solutions, prioritize tasks, and meet deadlines. Excellent customer service and service quality improvement skills. Strong analytical skills, self-motivated, and goal-oriented, with a passion for enhancing business performance. Collaborative team player with a customer service mindset. Exceptional communication skills, including verbal, written, and interpersonal, along with strong organizational abilities. Proficient verbal and written communication skills in English and local languages.

Required Education and Training:

Minimum Bachelor's degree preferred. At least 5 years of HR generalist experience in HR employee life cycle processes, HR compliance, and service delivery for general Tier 2 support. Of the 5 years of experience, a minimum of 3 years must be in a specialized area for Tier 2 roles (e.g., ER, Payroll, Compensation & Benefits). Minimum 3 years of experience in a tiered shared service model.

Working Conditions:

Must be able to sit for extended periods, be available to manufacturing teams, and for specialized roles, must be able to travel on-site as needed, up to 10-15%.

Preferred Skills and Experience:

Strong process management and analytical skills, self-motivated, and goal-oriented, with a focus on improving business performance. Additional skills and experience that are advantageous include familiarity with Human Capital Management Systems (e.g., Workday, SuccessFactors), Applicant Tracking Systems (e.g., Smart Recruiters), and customer service enterprise platforms (e.g., ServiceNow). Implementation experience and understanding of overall HR Processes and Services, as well as manufacturing environments. Continuous Improvement/Lean education or experience is also beneficial. Experience in a global, matrixed management environment is a plus.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases, including COVID-19. Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, prohibiting discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information, or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, including base pay, incentives, benefits, and equity. It is uncommon for someone to be hired at the top end of the range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. Target salary ranges are provided.

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases, including COVID-19. Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, prohibiting discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information, or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Preference will be given to qualified candidates who do not reside, or plan to reside, in certain states.

We provide market-competitive compensation packages, including base pay, incentives, benefits, and equity. It is uncommon for someone to be hired at the top end of the range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. Target salary ranges are provided.