About the team:
Our People Operations team bridges the gap between high-level strategy and the daily employee journey. As part of a specialized Tier 2 ecosystem, we don't just answer questions—we solve complex challenges and manage the critical employee data and life cycle events. We partner closely to ensure that while AI and automation handle the routine, our Specialists provide the deep expertise and human touch required for the most important milestones in an employee's journey.
About the role:
We are seeking a proactive and detail-oriented People Ops Benefits Specialist to deliver Tier 2 case resolution and ensure employees receive accurate, timely, and employee-centric benefits support. This role manages escalations from Tier 1, partners closely with the Benefits COE, and helps improve processes to create scalable, compliant, and seamless benefits delivery across the organization.
What you’ll do
- Own and resolve Tier 2 escalations, providing clear, empathetic, and policy-aligned guidance that goes beyond a standard script.
- Provide clear, empathetic, and compliant guidance to employees regarding health, retirement, leave, and other programs.
- Act as a liaison between employees, vendors, and internal stakeholders to resolve escalated inquiries and ensure service consistency.
- Collaborate with Payroll, Legal, People Partners, and the Benefits COE on cases requiring cross-functional input.
- Maintain and update knowledge base articles to enable Tier 0/Tier 1 resolution and reduce repeat escalations.
- Identify process or system gaps and recommend improvements to enhance efficiency and accuracy.
- Analyze benefits-related data and case trends in ServiceNow (or similar systems) to recommend proactive solutions.
- Participate in projects, contributing operational insights and implementation support.
- Support User Acceptance Testing (UAT) for system enhancements and new functionality.
Basic Qualifications - Bachelor’s degree preferred, or equivalent work experience.
- Minimum 2 years of HR or People Operations experience, with a focus on benefits administration.
- Experience in a shared services or centralized HR environment preferred.
- Ability to independently manage moderate-complexity issues with strong judgment and minimal escalation.
- Strong problem-solving skills and comfort with process improvement.
- Familiarity with HR systems (e.g., Workday, Oracle HCM, ServiceNow).
- Able to balance accuracy, compliance, and employee experience in a fast-paced, dynamic environment.
- Advanced English skills.