Benefits Operations Team Lead

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

At Citi, we get to connect millions of people across hundreds of cities and countries every day.  And we've been doing it for more than 200 years.  We do this through our unparalleled global network.  We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi’s Human Resources (HR) team helps Citi to attract, retain and develop our employees across the globe.  The team does this through supporting key areas including recruiting, diversity, global learning and talent development, benefits, compensation and employee relations.

We’re currently looking for a high caliber professional to join our HR Benefits Operations team as Benefits Operations Team Lead - Hybrid based in Manila. 

Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

HR Benefits Operations provides benefits administrative support to Citi employees. In partnership with different stakeholders, it strives to provide excellent customer service through its product offering to employees and managers whilst focusing on process re-engineering and initiatives to enhance the Global Benefits Operation model.

The Benefits Team Lead’s primary role is to manage the daily administration, accurate delivery, and compliance of employee benefit programs (pensions, health insurance, allowances) while leading a team to meet service level agreements. They serve as a bridge between senior management and staff, implementing processes, managing vendors, and handling escalated employee queries. 

In this role, your key responsibilities include:

• Benefits Processing – includes but not limited to
  • Reimbursement and allowances processing such as medical allowance, childcare allowance, education assistance
  • Life and medical insurance enrolment for new hires, transferees and dependents and any engagement with benefit vendor on behalf of the employees (excludes vendor management)
  • Leave entitlements and other benefits inquiries or requests
  •  Preparation of adhoc reports and analysis and other report requirements including: Perform eligibility checking, validation of supporting documents and securing necessary approvals on benefits and allowances to be granted to employees

• Able to communicate benefit rules, policies, and delivery to employees as necessary ( for in scope processes)

• Generation and delivery of reports to various requesters (employees, third parties, HR, etc.) as requested/needed

• Interface with third party providers on processes which impact C&B  administration deliverables

• Act as tier 2 point of contact for escalations, issue resolution and policy clarification related to Benefits.

• Manage inquiry management tools to provide resolution.

• Process Vendor Payments and reclass journal entries for proper business charging.

• Provide ad-hoc services as required by the Business or HR

• Contribute to a culture of continuous improvement within the Benefits team.

• Administer all data needs in relation to Compensation & Benefits process conforming to service levels and timeframes

• Participate in projects/additional functions as required/necessary

• Responsible for document management, draft and keep current complete operations process manuals including flow charts with key control points, process steps and procedures.

• Provide the customer with support and data for internal and external audits.  Ensure compliance with existing standards and other applicable laws.

• Handle and perform compliance testing to ensure that processes meet business controls requirements.

• Maintain Service Level Agreement (SLA) and/or Internal Measures for the processes handled through accurate and timely performance of processes

• Serve as back up resource for other service owners as needed

• Responsible for documenting Root Cause Analysis (RCA) for any service delivery issue or misses depending on severity

• Able to identify work process improvements and issue prevention and discuss with Team Leader

As a successful candidate, you’d ideally have the following skills and exposure:

• Motivational fit – willingness to work in a shared services team

• Experience in processing Malaysia Benefits is a plus

• At least 5-year experience on HR Benefits Operations

• Proficient in MS Applications (Word, PowerPoint, Excel)

• Working knowledge of HR systems including payroll, compensation and benefits systems highly desirable

• Fluent in English in both written and verbal communication

• Strong interpersonal skills

• Able to handle high volume of work and adaptable to change

• Able to plan and manage own time, works with minimal supervision

• Able to rapidly learn technical and business techniques and knowledge

• Mature and with strong attention to detail

• Logical, analytical and rational

• Strong thinking and problem-solving skills – able to analyze errors/complex situations and identify appropriate solutions

• Client-focused on exemplary customer service

• Strong team player, willing to learn and share experience with other team members

• Positive attitude

• Educated to diploma/degree level

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.