Support employees with questions regarding Canadian benefits, including enrollment, coverage changes, dependents, and terminations.
Perform recurring benefits eligibility and enrollment audits, including dependent eligibility and coverage termination, and reconcile benefit elections against payroll deductions to identify and resolve discrepancies.
Support the Americas recognition program and investigate complex recognition cases, payment issues, and system-related errors.
Serve as an escalation point for recognition cases and provide guidance to junior team members.
Analyze cases, identify root causes, and recommend solutions before escalating to Tier 2 specialists.
Maintain reports and dashboards and contribute to process improvements and automation opportunities.
Ensure compliance, data accuracy, and proper documentation across all assigned processes.
Qualifications and skills
At least one year of experience in HR operations, benefits, rewards, employee services, payroll support, or a related area.
Experience supporting stakeholders or employees in North America, preferably Canada or the United States.
Strong English communication skills, with B2 level as a minimum.
French language skills are desirable but not mandatory.
Strong Excel and data-management skills.Experience with Power BI, reporting tools, macros, or process automation is an advantage.
Strong customer-service and stakeholder-management skills.
Excellent attention to detail and comfort working with audits and compliance-related information.
Ability to investigate issues, identify root causes, and work independently.
Continuous-improvement mindset and willingness to learn Canadian benefits and employment-related processes.
