Total Rewards Solutions Analyst with German

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Job Function:

Human Resources

Job Sub Function:

Total Rewards

Job Category:

Professional

All Job Posting Locations:

Prague, Czechia

Job Description:

The TR Solutions Analyst is responsible for the following:

• the execution of various tasks within Total Rewards, specifically, on benefits and leave administration which includes statutory and company-provided benefits.
• ensuring a seamless experience for TR customers when using the GS HR services.
• ensuring compliance to the defined processes when engaging with the various end users and stakeholders (includes but not limited to employees, managers, other GS, CSTRs, BUHRs and vendors).
• ensuring compliance to and consistent implementation of TR policies and processes, as well as of legislations related to the administration of employee benefits.

Major Duties & Responsibilities:

Case Management, Benefits and Leave Administration and Vendor Management

Case Management

• Receive, assign, update, classify, process cases (e.g. benefits administration)
• Resolve cases with focus on integrity, completeness, timeliness, and accuracy of resolution to ensure high level of customer satisfaction. Responsibility for delivering upon agreed metrics (i.e. Average Lead Time, SLA, PRR, NPS)
• Proactively monitor the cases to be able to determine if any action or escalation is needed (time; quality)
• Assist and encourage users/customers to make effective use of self-service options, systems, products, service, etc. in order to drive rapid resolution and empower customers; educate and inform customers of the full range of HR services available to them.
• Ensure policy and legal compliance.
• Identify case challenges and opportunities.
• Handle complex and/or confidential inquiries/requests.

Benefits and Leave Administration

• Ensure smooth delivery of TR services specific to benefits and Leave Administration (i.e. Company-provided and statutory benefits).
• Ensure vendors are delivering employee benefits and benefits administration services according to agreement.
• Assist with Annual Enrollment and/or Special Enrollment activities with Third Party administrators and vendors.
• Conduct regular audit of TR cases and processes.
• Maintain accurate data and provide information to supervisor/manager for TR surveys, analysis, programs with insights as per business needs.
• Implementation/communication of new or change in benefits policies/programs/processes.
• Identify areas for improvement on daily operational processes and implementation.
• Contribute positively to a knowledge sharing environment by documenting and sharing of all relevant working experiences with issues resolution for knowledge database future reference.
• Participate on TR cadence, provide insight and identify challenges/risks or market nuances.

Vendor Management

• Where applicable, work closely with vendors on the efficient and effective delivery of benefits and/or benefits administration services.
• Provide feedback and recommendation on areas for improvement related to vendor service delivery.

Projects/Programs/Process Improvements/Other Tasks

• Take ownership of specific yearly/monthly activities as per the yearly calendar, for example Year End, CBA related activities etc.
• Identify opportunities for program/process improvement.
• Participate in the development and implementation of various functional or cross-functional projects.
• Perform specific Compensation-related tasks as necessary.
• Support major projects such as acquisitions, divestitures, or restructuring related to benefits programs/processes.
• Perform other tasks as may be assigned.

Required Years of Related Experience: 2-4 years of related experience

Required Knowledge, Skills and Abilities

• Fluency in German and English (Czech as a benefit)
• Ability to perform administrative activities
• Demonstrates customer orientation and customer service skills
• Ability to accurately collect information to understand and assess the clients' needs and situation
• Strong organization skills, attention to detail and follow through to resolve any outstanding issues
• Sense of initiative and ability to prioritize workload and provide timely follow-up and resolution.
• Strong analytical skills and attention to details.
• Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance in a concise and professional manner
• Discretion, professionalism, confidentiality and judgment
• Technology Savvy
• Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications (e.g., MS Office, email, fax, Internet Explorer)
• Ability to work effectively in a fast-paced, self-directed team-based environment
• Enthusiastic team player with a strong drive to create a positive work environment
• Continuous learning mindset - always curious, learn from mistakes, be open minded and willing to learn with others and willing to share knowledge
• Great work ethics – be reliable, meet deadlines, deliver the results, be open to receive feedback

Preferred Knowledge, Skills and Abilities:

• Basic understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Business Partnering, Employee Relations) or Payroll
• Knowledge of labor laws
• Experience with case & knowledge management tools (ideally SFDC)
• Experience in Workday/FYB
• Languages skills: English (oral and written) + one local language
• Bid data processing

Key Working Relationships:

Internal:

• Employees and Managers
• Global Services teams
• Corporate Services Total Rewards
• BUHRs

External

• Benefits Vendors

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