People Operations Specialist II - Benefits & Payroll

The People Operations Specialist II supports the efficient delivery of HR services, in this case, primarily focuses on Benefits and Payroll.

Education Required:

Bachelor’s degree in business, Human Resources, Compliance, or Technology related field or equivalent experience.

Experience Required:

Typically requires 2 years of experience in human resources or 6 years in customer service.

Major Responsibilities:

• Identify process improvement opportunities and participate in knowledge management efforts such as SOP updates, case documentation, and training content.

• Participate in cross-training in multiple content areas to support business continuity and enhance team agility.

• Monitor case queues, prioritize workload, and follow through on open items to drive resolution and accountability.

• Deliver a high-quality teammate experience by providing professional, empathetic and solution-oriented support.

• Partner with internal teams such as HR Business Partners, Centers of Excellence, and Payroll to ensure seamless end-to-end service delivery.

• Interpret and apply HR policies, procedures, and workflows across assigned cases, ensuring consistent and accurate execution.

• Maintain knowledge of federal and state employment laws and regulations, applying this knowledge to Advocate initiatives and practices to minimize risk.

• Act as a liaison between teammates, HR teams, and vendors to resolve escalated issues, track resolution status and maintain positive service experiences.

• Consistently review and improve HR Operations, HR Service Center, HR Leave and Compliance strategies through emerging technologies, innovative solutions, feedback from the business, and overall teammate experience.

• Ensure continuity and successful delivery of employee life cycle services to users throughout the organization in compliance with labor laws and audit principles.

• Resolve issues efficiently, accurately and with little to no errors while balancing policy compliance and teammate care.

• Ability to prioritize and manage high volumes of transactions, cases, claims, audits and emails while meeting service delivery metrics

Knowledge, Skills & Abilities Required:

• Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.

• Attentive listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.

• Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.

• High sense of urgency for meeting commitments and completing assignments.

• Demonstrate knowledge and understanding of relevant HR content areas including but not limited to: payroll, leave, compliance, compensation, data management, benefits, onboarding, and core HR operations.

• Critical thinking and multi-tasking in a high-volume environment.

• Ability to consistently deliver high quality customer service in a professional manner.

• Excellent decision making, critical thinking, communication, presentation, and interpersonal skills. Ability to build/foster strong trusting relationships, influence leaders and develop solutions to achieve results.

• Must be self-directed, self-motivated, flexible and able to take initiative and effectively manage multiple conflicting priorities and deadlines.

• Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.

Physical Requirements and Working Conditions:

• This position requires travel so it will be exposed to road, weather and travel hazards.

• Operates all equipment necessary to perform the job.

• Exposed to normal office environment.