Specialist II, ASPAC Benefits Management
Johnson & Johnson
Manila, Philippines
2d ago

Case Management and daily operations

  • Receive, assign, update, classify, process cases in case management application for one or more processes
  • Identify case challenges and opportunities, and escalate to the supervisor / manager if needed
  • Ensure integrity, completeness, timeliness, and accuracy of transactions & documentation
  • Update the knowledge management system with new available documents or guidelines
  • Proactively monitor the cases to be able to determine if any action is needed (time, quality)
  • Responsibility for delivering upon agreed SLAs
  • Ensuring policy and legal compliance
  • 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 Global Services HR available to them.

  • Participate on daily huddles and follow the instruction of the direct supervisor regarding priorities and assignments
  • Continuous improvement

  • Identify areas for improvement on daily operational processes
  • Provide support to implement improvement initiatives
  • Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issues resolution for knowledge database future reference
  • Focus on increasing satisfaction surveys results - employees and customer
  • Participate on training in order to improve performance, process acumen and gain additional knowledge required
  • Perform special projects and related duties as assigned
  • Qualifications

  • At least 1 - 3 years of experience in compensation and benefits
  • Graduate of a Bachelor's Degree
  • Experience in Workday is preferred
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