Job Description

Job Title

People Services Advisor, North AmericaThis 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.

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”