Job Title

People Services Advisor, North America

Job Description Summary

This individual will act as the front-line point of contact for employee inquiries related to Benefits programs and policies. He or she will be responsible for coordinating and maintaining benefits-related activities throughout the employee life cycle, ensuring alignment with standard company processes and accurate execution across various HR platforms.

Job Description

KEY ACCOUNTABILITIES

Responsible for one or more of the following:

Experienced HR Advisor in large and complex organization supporting US and Canada

Administrative and Clerical responsibilities, including providing satisfactory and accurate updates/answers/resolutions to employees’ inquiries and concerns 

Responsible for providing Shared Services Tier 1 and 2 level support and inquiry triaging

Respond to questions regarding standard HR procedures and practices to support Managers and Employees across all supported systems

Provide high-level customer service to all internal and external clients across all levels and business lines, including but not limited to answering phone calls, chat, and email inquiries within required SLA.

Collaborate and liaise with various stakeholders and HR Centers of Excellence, to support COE work within Tier 1 and 2.

Effectively manage workload within HR ticketing system

Meet standard Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

Communicate successfully using multiple types of technology – email, phone, messaging, etc.

Maintain direct ownership of tasks/projects

Guide and mentor Junior People Services Advisors

Benefits Process:

Serve as the first point of contact for employee benefits inquiries via email, phone, or ticketing system.

Coordinate and administer employee benefits programs.

Process enrollments, changes, and terminations in HRIS and vendor systems.

Ensure timely and accurate benefits data entry and reporting

Educate employees on benefit options, eligibility, and enrollment procedures.

Assist with open enrollment processes, including communications and system support.

Requirements:

Bachelor’s degree (preferred)

2+ years of professional or related experience with demonstrated ability to handle sensitive employment information (or any similar combination of education and experience) 

Experience with Workday and ServiceNow preferred 

Enjoy working in a very fast paced environment 

Organized; detail oriented; versatile 

Demonstrates critical thinking, exceptional interpersonal skills, and problem-solving ability 

Demonstrates strong verbal/written communication skills 

Demonstrates sense of urgency, prioritization, flexibility, and adaptability 

Proven record of excellent internal and external customer service 

Ability to work independently and demonstrate ownership of job tasks 

Willing to work on a night shift to support North America region

 

 

 

INCO: “Cushman & Wakefield”