People Experience and Operations Senior Associate (Medical Services)

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.

• 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 & 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