Job Title

Benefits Team Coordinator

Job Description Summary

This role is responsible for managing the delivery of the North America Benefits Tier 1 team, enhancing processes, and ensuring smooth and efficient service delivery. It requires a strong blend of operational excellence, leadership, and strategic planning. Additionally, the role oversees and directs a dedicated team within Manila People Services, providing Tier 1 support for U.S. and Canada Benefits through the Contact Center and other People Services channels.

Job Description

About You:

Bachelor’s degree in Human Resources, Psychology, or a related field, with 2–5 years of US benefits management experience, or 6–9 years of relevant work experience.

Experienced in HR services across the employee lifecycle, including workflows, policies, and guidance.

Proven background in customer-focused environments, meeting SLAs/KPIs, and managing teams for Performance improvement.

5 years of customer service experience in an employee benefit or leave management related role is preferred.

Amenable to working permanently on a night shift and during Philippine holidays.

Required Knowledge and Skills:

Lead and develop a specialized Benefits team through recruiting, training, coaching, and succession planning, fostering a positive and collaborative culture.

Drive operational excellence by managing SLAs/KPIs, handling escalations, maintaining records, and ensuring compliance with legal and data privacy standards.

Previous experience in the administration of health and welfare, U.S. leave management programs such as FMLA, Americans with Disabilities Act (ADA), state/local leaves, and other leave types.

Experience with ERISA, HIPAA and COBRA regulations.

Demonstrated knowledge of and prior experience working with HRIS systems, specifically Workday / Employee Central / SAP / Leave Management module system (Service Now) or similar system experience.

Strong Microsoft Office skills (Excel, Word, PowerPoint, Teams, Outlook, etc.).

Detailed oriented and strong data analytics skills.

Possess service mindset and ability to build strong relationships.

Ability to work with little supervision.

Proactive, flexible, and adaptive to changing priorities.

Ability to demonstrate effective communication through active listening and empathy, fostering strong interpersonal relationships and collaborative teamwork.

 

 

 

INCO: “Cushman & Wakefield”