Total Rewards Analyst

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Job Description

Qualifications, Experience and Skills:
Level of educational attainment required:
Bachelors in Administration careers

Previous work experience required:
Require 1-2 years of experience
- Calling/query management

Language skills required:
English B1

Technical skills required:
- Data accuracy
- Excel
- JIRA

Soft skills required:
- High ability of information gathering
- High level of service mind-set
- Organizing skills; adheres to deadlines

Key tasks and accountabilities:
- Coordinate with stakeholder, benefit providers, brokers, and vendors to ensure timely and accurate delivery of benefits to employees
- Assist employees with benefit inquiries, issue resolution, and enrollment processes daily, requires on call assistance on regular basis for half of the working day
- Stay appraised on benefits policies and changes on the benefits front for query management
- Maintain all business health KPIS like turnaround time, CSAT and call adherence basis the targets set for the team
- Collaborate with team members to develop and implement initiatives to improve the overall employee experience on calls
- Gather employee feedback and conduct surveys to identify areas for improvement and develop action plans accordingly basis CSAT
- Support the planning and execution of annual enrolment cycle which is yearly for benefits choices for the year, wellness programs, and other initiatives
- Maintain standard operating procedures (SOPs) related to benefits administration and employee experience initiatives
- Continuously maintain the query management research knowledge resources on the Knowledge hub of the team
- Maintain documentation and proofs of emails in all JIRA tickets