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”
