Overview

The People Operations Coordinator will be responsible for managing and optimizing employee benefits programs. This role ensures accurate administration of benefits systems, with timely payroll integration, compliance with internal policies and vendor agreements based on the agreed service catalog and SLAs under direct supervision of the manager. The specialist also provides data-driven insights, partners with internal and external stakeholders, and drives continuous improvement in service delivery and employee experience.

Responsibilities

Benefits Administration & Service Delivery

Manage end-to-end benefits administration for the Business Unit across all employee lifecycle events, ensuring accuracy, compliance, and timely execution.
Administer benefits for new joiners, terminations, and role, level, or entity changes, including insurance, home loans, divorce cases, and family extensions.
Manage disability (temporary and permanent) and death-related benefits, including claims processing and return-to-work coordination.
Administer telecom benefits, including split billing, onboarding, offboarding, role changes, and reporting.
Ensure consistent market-wide delivery of benefits services, including enrollment, exits, option changes, and reconciliations.
Oversee vendor performance, service quality, SLA adherence, issue resolution, and budget compliance.
Documentation of updated processes in alignment with the relevant stakeholders and update the knowledge management platform with relevant process.
Ensure streamlined benefits management process from technical, functional, and customer perspectives in decision-making related to entitlements, eligibility and system integration.

Reporting & Optimization:

Review and submit monthly benefits claims to payroll and validate insurance invoices in line with contracts and enrollment data.
Provide benefits consumption analysis and reporting to support finance cost allocation and decision-making.
Lead process improvements, digitization initiatives, policy updates, and system enhancements.
Monitor KPIs and SLAs, driving continuous improvement and operational excellence.

Employee Experience & Stakeholder Collaboration

Deliver benefits orientations and training during onboarding and open enrollment.
Develop clear employee communications (FAQs, guides) to support understanding of benefits options.
Collaborate with HR Operations, Payroll, HRBPs, and vendors to streamline, centralize, and digitize benefits administration.
Ensure accurate transaction tracking, documented processes, and timely resolution of employee queries in full compliance with legal and company requirements

Qualifications

1-2 Years of experience in HR Shared Services process and SLA management.
Service management and ticket management system experience
Customer orientation
Process management and continuous improvement with a focus on optimization and productivity
Technical / Functional Skills & Knowledge of HR Tools and Interfaces
High level of accuracy and attention to details
Strong communication skills
Demonstrated track record of strong service delivery
Very good English language skills
Ability to work with different geographies and cultural experience sensitivity

People Experience and Operations Senior Associate (Benefits Administration)