People Experience and Operations Senior Associate
2 weeks ago
Overview:
The People experience & operations Senior Coordinator will be responsible for administering benefits processes and transactions to be completed for the respective process based on the agreed service catalog and SLAs under direct supervision of the manager. The role requires strong process orientation and SLA adherence experience.
**Responsibilities**:
1. Develop and update enrollee list (Life insurance, Executives’ medical insurance, Delta insurance).
2. Process quarterly invoices (Life insurance, Executives’ medical insurance, Delta insurance).
3. Coordinate executives’ medical cards issuing process.
4. Finalize life insurance claims (death and disability cases) in coordination with finance and PE&O teams.
5. Work with TR team on wellness campaigns activation and communication.
8. Activate extended benefits communication plan following TR team plan.
9. Work on getting the best corporate deals in the market and build communication plan accordingly.
10. Deliver services at the defined at the SLAs/KPIs and drive operational efficiency and continuous improvement
11. Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs
12. Partner with team to execute plans to improve customer satisfaction with a focus on processes
13. Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization
14. Manage escalation and takes ownership for ultimate issue resolution
15. Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
16. Ensure knowledge management platform is updated
Qualifications:
- Strong communication skills
- Demonstrated track record of strong service delivery
- Very good English language skills
- Ability to work with different geographies and cultural experience
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