Overview The People experience & operations Senior Associate will be responsible for managing and optimizing employee benefits programs across the Middle East and Pakistan. This role ensures accurate administration of benefits systems, timely payroll integration, and 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 stakeholders, and drives continuous improvement in service delivery and employee experience. Responsibilities 1. Manage benefits systems for Middle East employees, including budget allocations and claims processing. 2. Manage benefits system for Pakistan following the transition and system kick off. 3. Ensure monthly review and submission of claims payments to payroll for monthly cycle inclusion. 4. Provide insights and analysis on benefits system consumption and provide the needed supporting reports to finance for cost allocation perspective. 5. Ensure streamlined benefits management process from technical, functional, and customer perspectives in decision-making related to entitlements, eligibility and system integration. 6. Partner with Total Rewards (TR) with regards to allowances calculations and entitlement (housing, schooling, relocation) in accordance with policy and payroll timelines. 7. Collaborate with third-party vendors to resolve technical issues and implement system enhancements. 8. Lead issue resolution efforts, managing escalations and ensuring timely closure 9. Maintain and update monthly enrollee lists for medical and life insurance, incorporating new hires and terminations. 10. Review, validate, and process insurance invoices in alignment with contractual terms and enrollee data. 11. Ensure accurate transaction tracking and consistent service delivery across all benefits processes. 12. Maintain and update the knowledge management platform with relevant process documentation. 13. Monitor and report on service delivery against SLAs/KPIs, driving continuous improvement initiatives. 14. Collaborate with internal teams to enhance customer satisfaction through process optimization and service excellence. Qualifications • 0 -1 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