Nic Jagoe
VP, Talent Acquisition, Sunnyvale
Company Description
It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.
We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.
The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.
If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.
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 advanced inquiries that require more specialized support. The specialist will provide best-in-class customer service for designated client groups responding to the needs and requests of the organization and supporting the delivery of HR programs and execution of HR processes. Some specialist roles may be focused on on-site support while others may focus on supporting specific areas such as Total Rewards, Compliance, Exit Administration, Global Mobility, and other areas of specialization as deemed needed.
Essential Job Duties:
-
May act as on-site HR Specialist and escalation point for resolution of cases unable to be resolved via People Services Representatives. Supports employees face-to-face in locations with larger groups of employees and/or where onsite support would be needed due to language skills, limited access to desktops, etc.
-
Assist employees with understanding resources and tools available via self-service in HR systems to build capability of leaders and employees
-
Conducts case intake and triage, monitors inquiries/cases to ensure timely and quality responses, assigns case to appropriate team (e.g., COE, ER, Legal, Compliance) and escalates case concerns for client groups to relevant subject matter experts (SMEs)
-
Identify gaps in service delivery/programs/policies and escalate to appropriate team – COE, HRBL, etc.
-
Support translation needs, as needed, for HR resources, systems & communications
-
Execution of Global Mobility policy in partnership w/ the “care team”
-
Local vendor coordination for daily operations, including acting as a liaison on behalf of employees
-
Assist with processing of accommodations / flexible working arrangements and return to work
-
Provide data trends related to case volumes and response times and completion reporting
-
Facilitate ongoing upskilling and training of People Services team members related to process changes/programs
-
Regularly review support materials for People Services Representatives and update accordingly and maintain accurate and effective documentation practices while adhering to document retention policies, employee files, etc.
-
Represent People Services in projects, system implementations, improvement and enhancements to new and existing HR applications, reports, business processes, and coordinate within Services team for project task execution as needed
-
Support execution and delivery of standard reports for client group based on business needs, identify and communicate ad hoc data needs as applicable
-
Provide in-person guidance for people leaders on how to transact key manager processes, access tools, and navigate systems
-
Support the onsite delivery and execution 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 (e.g., process improvements, process flows).
-
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.
-
Provide regional specific support as required based-on country/region specific needs.
-
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, HRBLs for process / procedure / policy changes.
-
Responsible for ensuring compliance with local laws and regulations.
-
Periodic opportunities to volunteer/support local business cultural and recognition initiatives.
-
Supports the identification, prioritization, and communication of site needs or areas of opportunity to appropriate service delivery teams and/or HR Business Leader (HRBL)
-
Supports Exit administration and sends offboarding documents to employee (i.e., equipment returns, exit checklist); receives and closes out signed agreements; ensures agreements are sent to Payroll for processing
-
Support preparation of documents, processing of separations and other severance related administration and hard copy documents as needed for compliance purposes
-
Support management of local training records for compliance purposes
-
Obtain signatures, audit data, follow up on outstanding/past due training and other compliance related initiatives
-
Ensure job descriptions available in repository for each job code
-
Internal/External audit support, provide and review reports, coordinate onsite support for audits
-
Affirmative Action support, data validation, exclusion monitoring, Labor Posters, notices in Company Portal
Qualifications
Required Skills and Experience:
-
Working knowledge of local labor laws
-
Experience in process documentation
-
Demonstrated ability to work independently, initiate and identify solution whilst prioritizing work and meeting deadlines
-
Excellent customer service and service quality improvement skills
-
Strong analytical skills, self-motivated and goal-oriented individual, passionate about improving business performance
-
Collaborative, team player attitude with a customer service mentality
-
Excellent communication including verbal, written and interpersonal as well as organization skills
-
Proficient verbal and written communication skills in English and local language(s)
-
Comprehensive knowledge of human resource practices
-
Effective analytical, problem-solving, decision-making skills
Required Education and Training:
-
Bachelor’s degree.
-
Minimum 5 years of HR generalist type experience in HR employee life cycle related processes, HR compliance and service delivery for general operational support.
-
Of the 5 years of experience, a minimum of 3 years must be in an area of specialization for specialized HR operations role (e.g., ER, Payroll, Compensation & Benefits)
-
Min 3 years of experience working in a tiered shared service model
Preferred Skills and Experience:
-
Strong process management and analytical skills, self-motivated, and goal-oriented individual that thrives on improving business performance.
-
The following skills and experience are a plus:
-
Experience with the following tools: Human Capital Management Systems (e.g. Workday, Success Factors systems), Applicant Tracking Systems (e.g. Smart Recruiters) and customer service enterprise platforms (e.g. ServiceNow). Implementation experience preferred.
-
Deep understanding of overall HR Processes and Services, and manufacturing environments.
-
Continuous Improvement / Lean education or experience
-
Experience working in a global, management matrixed environment.
Additional Information
This position is for the 2nd Shift
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.
Aviso sobre los Controles de Exportación de EE. UU.: De acuerdo con las Regulaciones de Administración de Exportaciones de EE. UU. (15 CFR §743.13(b)), algunos puestos en Intuitive Surgical pueden estar sujetos a controles de exportación de EE. UU. para candidatos que sean nacionales de países actualmente bajo embargo o sanciones.
Cierta información que usted proporcione como parte de la solicitud será utilizada para determinar si Intuitive Surgical necesitará (i) obtener una licencia de exportación del gobierno de EE. UU. en su nombre (nota: el proceso de obtención de la licencia puede tardar entre 3 y más de 6 meses) o (ii) implementar un Plan de Control de Tecnología (“TCP”, por sus siglas en inglés) (nota: normalmente este paso agrega 2 semanas al proceso de contratación).
Para cualquier puesto en Intuitive sujeto a controles de exportación, las ofertas finales están condicionadas a la obtención de una licencia de exportación aprobada y/o a la ejecución de un TCP antes de la fecha de inicio del empleado potencial, la cual puede o no ser flexible, y dentro de un plazo que no obstaculice de manera irrazonable la necesidad de contratación. Si aplica, los candidatos serán notificados e instruidos sobre cualquier requisito relacionado con estos fines.
Este puesto puede cubrirse con un nivel de puesto diferente al indicado aquí, según las necesidades del negocio y/o la experiencia, los conocimientos y las habilidades del candidato o la candidata seleccionado. La compensación se basará principalmente en el nivel del puesto en el que se cubra el rol y en las cualificaciones del candidato o la candidata, de conformidad con la legislación aplicable.
Shift: Evening
