People Operations Benefits Manager

Brief Description:

The People Operations Team at Jazz is a team of curious, continuously learning problem-solvers with a passion for creating a superb employee experience. The team works harmoniously together, with other HR functions and with customers to provide frictionless processes. They live a continuous improvement culture and utilize data and analytics to drive decisions and improve team performance. They are role models of digital dexterity and embrace technology, automation and knowledge management.

The People Operations Benefits Manager will report to the People Operations Hub Leader for EUR/INT. This role is responsible for high value service delivery to Jazz managers and employees through the hub. They act as a generalist to solve employee issues across a variety of HR functional areas but will also hold a critical role specializing in Benefits partnering with the Total Rewards team in HR.

Generalist Responsibilities

• Provide general HR information, answer questions, and resolve any emerging problems employees might face with accuracy and efficiency

• Maintain a positive, empathetic, and professional attitude towards customers always by responding promptly, listening, and ensuring follow up if needed.

• Maintain a strong level of general HR knowledge regarding the AskHR platform, service catalogue and escalation process for more complex queries

• Work together with others within the team, openly share knowledge and create a continuous learning environment for all, being open to acquire new knowledge and expand breadth of competencies

• Provide accurate, valid, and complete ticket tracking and information using the methods and tools provided

• Meet or exceed productivity targets and service level agreements and address process or knowledge issues if numbers decline, seeking help to improve

• Work collaboratively within the team and the HR function to deliver effective and joined-up support to managers and employees

• Participate in projects related to HR transformation, continuous improvement or company-wide growth or evolution.

Specialty Responsibilities

• Develop and drive effective and efficient service delivery for EUR/INT Benefits

• Manage and support end-to-end benefits administration

• Manage all benefits contracts and financial payments and reconciliations

• Resolve issues related to benefit plan operations; identify the root cause and establish the necessary controls

• Respond to a wide variety of specific International HR-related questions for internal team members

• Partner with HRIS to establish and improve technology solutions that enable scalability and provide a seamless employee experience

• Support the Total Rewards team with effective communications and education of benefits

• Partner with Total Rewards to execute on new benefits and plan design changes, participate and contribute to ideas during key strategy meetings. 

• You should have a strong understanding of variable benefits practices within different Jazz jurisdictions (including country specific mandatory requirements).

• Work closely with the Total Rewards  team on various projects to include implementation and redesign of plans, development of employee communication material via AskHR.

• Collect and interpret anecdotal competitive data via employee AskHR queries

Required Knowledge, Skills, and Abilities

Competencies required in the following areas:

General

• Positive attitude about the role and being a team player

• Patient, empathetic and passionately communicative

• Customer advocacy

• Natural drive to problem-solve

• Understanding or willingness to learn about both HR and Jazz business acumen

• Thrives in environment with strong collaboration and cross-functional relationship building

• Employee experience mindset

• Natural aptitude for digital dexterity and continuous learning

• Data minded and driven by fact-based information to drive improvement and decision-making

• Ability to manage sensitive and confidential information with discretion and in accordance with all international privacy laws

Specialty

• Strong experience and understanding of the complexities involved in managing International Benefits

• Proven experience of stakeholder management in a cross-cultural company

Required/Preferred Education and Licenses

• Previous experience in customer service / HR operations preferred

• Level of knowledge and on-the-job experience that would enable solid performance in the role as defined

• Proficient in MS Office Tools (Word, Excel, PowerPoint, Teams)

• Workday prior experience preferred