Associate, HR Shared Services

About the team

The HR Shared Services team comprises four members, including the team lead, and supports benefits operations across 24 countries across the globe. The team manages end-to-end employee lifecycle processes, covering activities across the hire-to-retire spectrum.

The role will be responsible for end-to-end Benefits administration, including Benefits enrollments, changes and cancellations, vendor management and escalations, renewals, reporting and reconciliations, employee queries, and Benefits-related payroll inputs. The role will also partner with internal stakeholders and vendors, support Benefits communications and compliance, maintain process documentation, and identify opportunities for process improvement, standardization, and automation, while supporting ad hoc Benefits projects and initiatives.
We are looking for a candidate with 3-4 years of relevant experience in HR Shared Services, preferably with exposure to Benefits operations, and a strong understanding of Benefits.

Position Expectations

We are looking for

• Individual Contributor as part of the HR Shared Services team in India
• Manage end-to-end Benefits operations, vendor relations, employee escalations, and compliance within defined SLAs.
• Learn and perform newly transitioned processes and over time gain subject matter expertise in Benefits.
• Adhere to and demonstrate high proficiency in agreed critical metrics & SLAs
• Assist in building and maintaining the Standard Operating Procedures for Case Management
• Deliver high quality and consistent service delivery to all internal customers and partners and follow Standard Operating Procedures

Key Skills & Abilities

• 3–4 years of hands-on experience in Core Benefits within an HR Shared Services or Global Benefits environment, preferably supporting the Americas region.
• Strong knowledge of Benefits administration and operations, with experience across areas such as health & welfare benefits, retirement/pension benefits, leave or statutory benefits, benefits eligibility, enrollments, and life events.
• Demonstrated experience in Benefits vendor management, including vendor coordination, issue resolution, escalations, service delivery, and managing vendor performance against agreed SLAs.
• Strong understanding of Benefits processes, policies, and compliance requirements, with a keen eye for detail and a focus on process adherence.
• Experience managing Benefits renewals, vendor interactions, employee escalations, and stakeholder communications would be highly preferred.
• Self-starter with a strong sense of ownership and accountability, who is intrinsically motivated to deliver high-quality results.
• Ability to work independently with minimal mentorship and supervision, while effectively partnering with HR, Payroll, Finance, Legal, vendors, and other stakeholders.
• Comfortable working in a 24x7 HR Shared Services environment and supporting employees across multiple regions and time zones.
• Agile and adaptable, with the ability to navigate ambiguity, manage competing priorities, and take charge when situations require immediate ownership or resolution.
• Proficient in ticketing/case management tools such as Zendesk or similar platforms, with experience meeting HRSS performance parameters including case handling, SLA adherence, productivity, and quality.
• Strong ability to deep-dive into Benefits processes, identify gaps and inefficiencies, and recommend process improvements, standardization, and automation opportunities.
• Strong written and verbal communication skills, with the ability to effectively communicate complex Benefits topics to employees and stakeholders.
• Comfortable working in a 2:00 PM–10:00 PM shift.

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