Human Resources Services Coordinator

2 weeks ago

Sunnyvale, California, United States Intuitive Full time

Company Overview

At Intuitive, we are driven by a singular mission: to enhance lives through minimally invasive care. Our innovative technology empowers healthcare professionals to perform surgeries without limitations. As a leader in robotic-assisted surgery, we are dedicated to building a diverse and inclusive workforce that is committed to making a positive impact in healthcare. For over 25 years, we have collaborated with healthcare providers globally to tackle some of the most challenging issues in the industry and push the boundaries of what is achievable.
Our organization thrives on the contributions of individuals from varied backgrounds. We believe that exceptional ideas can emerge from any source. We are committed to cultivating an inclusive environment that values diverse perspectives and mutual respect. Our culture is fueled by passionate individuals who aspire to make a difference. Our team members embody integrity, possess a strong willingness to learn, demonstrate the drive to accomplish tasks, and bring a wealth of real-world experiences that inspire innovative thinking. We actively invest in our employees' growth to support their long-term development, enabling them to fulfill our mission and reach their fullest potential.
Join us in our commitment to advancing the field of minimally invasive care for healthcare professionals and their patients worldwide.

Role Overview

Key Responsibilities:

As a vital member of the People Services team, the HR Operations Specialist will be instrumental in facilitating HR initiatives, policies, and procedures to guarantee timely and effective HR service delivery. This role encompasses a variety of responsibilities aimed at supporting the daily functions of the HR department. The specialist will manage escalations and complex inquiries that exceed the capabilities of Tier 1 support. The focus will be on delivering exceptional customer service for HR second-level support, addressing the needs and requests of the organization while aiding in the execution of HR programs and processes.

Core Duties Include:

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 resolution of intricate cases that cannot be resolved through self-service or basic transactional support. Timely response to escalated cases/tickets related to employment policies, programs, and processes in compliance with established SLAs. Foster collaborative relationships across the organization to deliver customer-focused HR services. Assist in the execution of annual HR programs and processes, including performance management, compensation planning, and talent development initiatives. Engage in continuous improvement initiatives to enhance the effectiveness and efficiency of the People Services organization. Collaborate with other HR functions to identify challenges, streamline processes, and enhance employee experience. Maintain accurate documentation and communication with stakeholders regarding process and procedure changes, in consultation with HR compliance and cross-functional partners. Support the integrity of employee records and HR system data. Collaborate with the Digital Experience team to develop and improve self-service content, and provide in-person HR systems support and training as necessary. Contribute to the development of HR Services Tier 1 representatives on HR policies and procedures. Provide region-specific support based on local needs. Act as the primary contact for most cases, escalating to COEs and People Solutions when necessary. Participate in projects related to HR system implementations and enhancements. Regularly prepare and review documentation, ensuring consistency in consultation with HR compliance and other stakeholders.

On-Site Responsibilities:

Provide on-site HR support for Employee Relations (ER) functions as needed. Collaborate with People Leaders to resolve employee-related issues. Act as an on-site HR Specialist for larger employee groups requiring face-to-face support. Offer coaching for managers on key processes and tools. Assist with on-site program delivery, including onboarding new hires. Ensure compliance with local laws and regulations. Partner with HRBLs and COEs to execute cyclical programs on-site. Identify service gaps and escalate to the appropriate teams. Respond to escalations from Tier 1 or Tier 2 when on-site support is required. Engage in local business cultural and recognition initiatives. Support HR leaders during on-site crisis management situations.

Specialized Support Responsibilities:

Act as a subject matter expert in designated areas for assigned regions. Provide specialized support in areas such as Payroll, Global Mobility, Compensation & Benefits, and Compliance. Maintain expertise in assigned areas of specialization. Identify opportunities for process improvement in collaboration with COEs and other departments.

Qualifications:

Required Skills and Experience:

In-depth knowledge of local labor laws. Experience in process documentation. Proven ability to work independently and prioritize tasks effectively. Strong customer service and quality improvement skills. Analytical mindset with a focus on enhancing business performance. Team-oriented with a customer service focus. Excellent verbal, written, and interpersonal communication skills. Proficient in English and local languages.

Required Education and Training:

Minimum Bachelor's degree preferred. At least 5 years of HR generalist experience in employee lifecycle processes and HR compliance. A minimum of 3 years in a specialized area for Tier 2 roles. At least 3 years of experience in a tiered shared service model.

Working Conditions:

Must be able to sit for extended periods and be available to support manufacturing teams, with occasional travel required for specialized roles.

Preferred Skills and Experience:

Strong process management and analytical skills. Familiarity with Human Capital Management Systems (e.g., Workday, SuccessFactors) and customer service platforms (e.g., ServiceNow). Experience in a global, matrixed management environment.

Additional Information:

Intuitive is an Equal Employment Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees, prohibiting discrimination and harassment of any kind. We will consider qualified applicants with arrest and conviction records in accordance with fair chance laws.

We offer competitive compensation packages, including base pay, incentives, benefits, and equity, with salary determined based on experience, skills, and qualifications.

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