HR Benefits Team Lead, Night Shift

Job Title

Benefits Team Coordinator:

Job Description Summary

This role is responsible for managing the delivery of the North America Benefits Tier 1 team, enhancing processes, and ensuring smooth and efficient service delivery. It requires a strong blend of operational excellence, leadership, and strategic planning. Additionally, the role oversees and directs a dedicated team within Manila People Services, providing Tier 1 support for U.S. and Canada Benefits through the Contact Center and other People Services channels.

Job Description About You:

• Bachelor’s degree in Human Resources, Psychology, or a related field, with 2–5 years of US benefits management experience, or 6–9 years of relevant work experience.

• Experienced in HR services across the employee lifecycle, including workflows, policies, and guidance.

• Proven background in customer-focused environments, meeting SLAs/KPIs, and managing teams for Performance improvement.

• 5 years of customer service experience in an employee benefit or leave management related role is preferred.

• Amenable to working permanently on a night shift and during Philippine holidays.

Required Knowledge and Skills:

• Lead and develop a specialized Benefits team through recruiting, training, coaching, and succession planning, fostering a positive and collaborative culture.

• Drive operational excellence by managing SLAs/KPIs, handling escalations, maintaining records, and ensuring compliance with legal and data privacy standards.

• Previous experience in the administration of health and welfare, U.S. leave management programs such as FMLA, Americans with Disabilities Act (ADA), state/local leaves, and other leave types.

• Experience with ERISA, HIPAA and COBRA regulations.

• Demonstrated knowledge of and prior experience working with HRIS systems, specifically Workday / Employee Central / SAP / Leave Management module system (Service Now) or similar system experience.

• Strong Microsoft Office skills (Excel, Word, PowerPoint, Teams, Outlook, etc.).

• Detailed oriented and strong data analytics skills.

• Possess service mindset and ability to build strong relationships.

• Ability to work with little supervision.

• Proactive, flexible, and adaptive to changing priorities.

• Ability to demonstrate effective communication through active listening and empathy, fostering strong interpersonal relationships and collaborative teamwork.

INCO: “Cushman & Wakefield”