People Operations Senior Associate

Overview

The People experience & operations Senior Associate will be responsible for administering benefits processes and transactions to be completed for the respective process based on the agreed service catalog and SLAs under direct supervision of the manager. The role requires strong process orientation and SLA adherence experience. 

Responsibilities

• Act as the authorized person with the Telecom provider
• Responsible for the end-to-end telecom services include Sim cards, USBs activation/deactivation, roaming services, internet bundles management,,, etc
• Ensure consistent updates on enrollee list with new hires and resignations in accordance with the Telecom policy 
• Manage the Telecom AOP through invoices consumption review and reporting.
• Partner with the Total Rewards team with regards to policy updates and vendor bidding choices in terms of operational performance.
• Responsible for handling comments, complaints and queries raised from client side in a satisfactory manner.
• Ensure monthly review and submission of claims payments to payroll for monthly cycle inclusion.
• Manage benefits systems for Egypt employees, including budget allocations and claims processing.
• Provide insights and analysis on benefits system consumption and provide the supporting reports needed to finance for cost allocation perspective.
• Ensure streamlined benefits management process from technical, functional, and customer perspectives in decision-making related to entitlements, eligibility and system integration.
• Review, validate, and process invoices in alignment with contractual terms.
• Ensure accurate transaction tracking and consistent service delivery across all benefits processes.
• Maintain and update the knowledge management platform with relevant process documentation.
• Monitor and report on service delivery against SLAs/KPIs, driving continuous improvement initiatives.
• Collaborate with internal teams to enhance customer satisfaction through process optimization and service excellence.

Qualifications

• HR Shared Services process and SLA management experience: 0-1 years.
• Service management and ticket management system experience
• Customer orientation
• Process management and continuous improvement with a focus on optimization and productivity
• Technical / Functional Skills & Knowledge of HR Tools and Interfaces
• High level of accuracy and attention to details