Job Description


Run Overtime Annual Operation Plan simulations and reporting (Annual Operation Plan Setting, All Forecasts Setting, Weekly & Monthly tracking tools, Monthly Accruals, Enhancement Projects and Simulations).
Develop standard and ad hoc reports, templates, dashboards, scorecards, and metrics.
Manage end to end life insurance operations (Enrollee lists Documents /Claims management and follow up/Invoicing).
Deliver services at the defined Service Level Agreements/Key Performance Indicators and drive operational efficiency and continuous improvement.
Ensure consistent service delivery of agreed process and complete transaction tracking to capture Service Level Agreements.
Identify service delivery and process improvement opportunities in the assigned process.
Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.
Partner with team to execute plans to improve customer satisfaction with a focus on processes.
Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization.
Manage escalation and takes ownership for ultimate issue resolution.
Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed.
Ensure knowledge management platform is updated.


Qualifications/Requirements


1 year of HR Shared Services process and Service Level Agreement management experience.
Service management and ticket management system experience.
Strong communication skills
Strong analytical skills
Technical / Functional Skills & Knowledge of HR Tools and Interfaces
Demonstrated track record of strong service delivery

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