Benefits Process Expert

2 weeks ago


Hyderabad, Telangana, India myGwork Full time

Company Overview

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Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Salary

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$85,000 - $110,000 per year

Job Description

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This role involves managing day-to-day activities for Amazon's third-party online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons). As a Benefits Process Expert, you will be responsible for ensuring critical systems work seamlessly for employees. Your tasks will include becoming a subject matter expert on the Amazon internal online benefits enrollment tool, monitoring tech-related issues, providing required support to partner teams, collaborating with benefit specialists, and efficiently documenting and tracking reported tech issues.

Responsibilities:

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  • Become a subject matter expert on the Amazon internal online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons)">
  • Monitor tech-related issues and respond within agreed SLAs through various channels, including ticket management systems, emails, phone, and chat">
  • Provide required support to partner teams to dive deep into mitigation strategies before triaging with 3P vendors">
  • Collaborate with benefit specialists, benefit managers, payroll, and other partner teams to effectively triage, prioritize, and support resolution">
  • Support and/or train MYHR support teams on identified workarounds, operating procedures, and best practices">
  • Efficiently document and track reported tech issues, including mitigation strategies and proactive data quality checks">
  • Assist in creating and maintaining product support resources, such as knowledge-base articles, SOPs, and FAQs">
  • Contribute to continuous improvement of product support processes and systems">
  • Participate in user acceptance testing for new country deployments">
  • Validate production changes prior to deployment to ensure they meet the requested change objective">
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A Day in the Life

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The Benefits Product Support team works diligently to ensure the benefits platform is operational, effective, and efficient. The team's objective is to provide a great experience for Amazonians when availing benefits using the platform. Team members work 24/5 to help employees with any issues or requests.

Requirements:

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  • Demonstrate bias for action by timely completing assigned benefits processes with 100% accuracy">
  • Demonstrate customer obsession by addressing employee queries received via email or tickets with SLA and providing accurate resolution to employee issues">
  • Demonstrate ownership by highlighting potential risk issues and challenges that may cause impact to employees">
  • Demonstrate ownership by reviewing process documentation and making updates on a regular basis">
  • Provide required support to SME/team lead for diving deep into data and benefits stats reporting">
  • Liaise with internal (support teams like Payroll, Employee Resource Center, Exits, Onboarding team) and external stakeholders (insurance vendors) for resolving employee queries and completing administrative processes">
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Qualifications:

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  • Bachelor's degree or equivalent">
  • 3+ years of human resources experience">
  • 2+ years of Microsoft Office products and applications experience">
  • Relevant work experience in a similar role">
  • Ability to handle multiple competing priorities in a fast-paced environment">
  • Self-directed and capable of working effectively in a dynamic environment">
  • Hands-on mentality with excellent written and verbal communication skills">
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Preferred Qualifications:

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  • Systems support experience, previous participation in system testing and implementation activities">
  • Customer service orientation with a demonstrated desire to exceed expectations and serve multiple customers">
  • Consistent delivery on commitments with great organizational skills, exceptional follow-through, and attention to detail">
  • Knowledge of PeopleSoft or other ERP system experience, HR background in online benefits tools">
  • Knowledge in benefits administration processes or programs">


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