People Experience And Operations Senior Associate (medical Services)

People Operations Coordinator

The People Operations Coordinator will be responsible for overseeing and executing all medical-related employee services and processes. This role manages end-to-end medical administration, including enrollment, claims follow-up, vendor coordination, data accuracy, and policy compliance, ensuring seamless integration with payroll and HR systems. Working within the defined service catalog and SLAs, the coordinator maintains strong partnerships with internal teams and external medical providers, delivers clear and timely employee support, and ensures adherence to internal controls.

Medical Services Administration & Operations

• Manage end-to-end medical services for employees, ensuring consistent and high-quality service delivery across the market.
• Oversee employee medical enrollment processes, including new hires, dependents, exits, terminations, and option changes.
• Manage relationships with medical vendors, ensuring service quality, SLA compliance, issue resolution, and budget adherence.
• Ensure timely review and submission of medical claims payments to payroll for inclusion in the monthly payroll cycle.
• Review, validate, and process medical insurance invoices in line with contractual terms and enrolled population data.

Process Optimization, Reporting & Governance

• Ensure streamlined and integrated medical services processes from technical, functional, and customer perspectives, supporting accurate decisions on eligibility, entitlements, and system integration.
• Monitor and report on service delivery performance against SLAs and KPIs, driving continuous improvement initiatives.
• Ensure accurate transaction tracking, data integrity, and consistent service delivery across all medical processes.
• Document and maintain updated medical processes and knowledge materials in alignment with relevant stakeholders.

Employee Experience & Stakeholder Collaboration

• Conduct medical benefits orientations and open enrollment sessions.
• Develop and maintain clear employee communication materials (FAQs, guides, digital resources) to support understanding of medical benefits and processes.
• Coordinate with HR Operations, Payroll, HRBPs, and Finance to support the centralization and digitization of medical services.
• Collaborate with medical third-party vendors to resolve technical issues and implement system enhancements.
• Lead issue resolution efforts, managing escalations and ensuring timely closure.
• Ensure a high level of customer service and operational excellence, resolving employee queries efficiently and in full compliance with legal, regulatory, company, and process requirements.

Qualifications

• 1-2 years of experience in HR shared services process and SLA management.
• Service management and ticket management system experience.
• Customer orientation.
• Process management and continuous improvement with a focus on optimization and productivity.
• Technical/functional skills and knowledge of HR tools and interfaces.
• High level of accuracy and attention to details.
• Strong communication skills.
• Demonstrated track record of strong service delivery.
• Very good English language skills.