Senior Lead – HR Shared Services & Benefits

Key Responsibilities

Benefits Administration & Operations

• Administer employee benefits programs, including medical insurance, pension, and related welfare schemes.
• Coordinate employee enrolments, updates, exits, and benefit changes within agreed timelines.
• Process claims support, resolve employee benefit queries, and coordinate provider escalations where necessary.
• Maintain accurate employee benefits records and documentation.
• Liaise with insurance brokers, underwriters, and benefits providers to ensure smooth service delivery.
• Support annual benefits reviews and monitor utilisation trends and employee participation.
• Communicate benefits policies, updates, and enrolment information to employees.
• Escalate complex or high-impact benefits issues appropriately.

Occupational Health & Safety Coordination

• Act as the first point of contact for occupational health and safety support queries.
• Coordinate pre-employment, periodic, and exit medical examinations.
• Support work injury administration processes and WIBA claim coordination.
• Maintain accurate injury logs, incident records, and related documentation.
• Support DOSH reporting requirements and occupational safety compliance activities.
• Track occupational health metrics and ensure timely follow-up on required actions.
• Escalate complex occupational health matters to the Global Mobility & Benefits Manager where required.

Employee Wellness & Mobility Support

• Coordinate quarterly wellness activities, employee engagement initiatives, and health campaigns.
• Manage wellness partnerships, including gym and fitness provider relationships.
• Monitor wellness participation, engagement rates, and programme effectiveness.
• Coordinate health screening activities, vaccination drives, and wellness workshops.
• Support emergency evacuation planning and related provider coordination.
• Assist with employee relocation processes and international assignment support.
• Coordinate visa, work permit, and immigration documentation support where required.
• Prepare wellness communications, reports, and engagement updates.

Communication, Vendor Coordination & Service Support

• Conduct benefits onboarding sessions and orientation for new employees.
• Provide ongoing employee support relating to benefits, mobility, and wellness programmes.
• Coordinate Purchase Orders (POs), invoice tracking, approvals, and vendor payment follow-up in collaboration with Finance and Procurement teams.
• Manage benefits and mobility support requests through Freshservice or equivalent ticketing platforms while ensuring SLA adherence.
• Monitor support queues, ticket resolution timelines, and escalations for employee support requests.
• Maintain and improve employee-facing knowledge articles, FAQs, and support documentation.
• Prepare regular employee communications relating to benefits updates, enrolment windows, claims guidance, and service changes.
• Coordinate quarterly vendor review meetings and prepare vendor performance reports.
• Support HR process improvement initiatives and systems enhancement projects.
• Maintain updated vendor contact records and operational documentation to support business continuity.

Data Analytics, Reporting & Process Improvement

• Prepare monthly and quarterly reporting on benefits, wellness, mobility, and operational service metrics.
• Maintain dashboards covering enrolment, utilisation, claims, SLAs, wellness participation, and operational trends.
• Analyse operational data to identify trends, recurring issues, and opportunities for process improvement.
• Support forecasting, reporting accuracy, and benefits cost planning activities.
• Monitor and improve service delivery KPIs, including turnaround times, resolution rates, and employee experience metrics.
• Partner with HRIS, Finance, and People Analytics teams to support data integrity and reporting accuracy.
• Support implementation of automation and AI-enabled HR support processes with appropriate governance and oversight.
• Ensure compliance with data privacy standards, access controls, and documentation requirements across HR operations.

Qualifications & Experience

Education

• Bachelor’s degree in Human Resource Management, Business Administration, or a related field.

Professional Certification

• Certified HR Practitioner in Kenya, preferably CHRP(K).
• Active membership with the Institute of Human Resource Management (IHRM).

Experience

• 4–5 years’ experience in HR operations, benefits administration, global mobility, shared services, or HR reporting roles.
• Experience coordinating occupational health or work injury programmes is preferred.
• Working knowledge of WIBA legislation and East African employment regulations.
• Experience supporting multi-country benefits administration environments is an advantage.

Skills & Competencies

• Strong understanding of HRIS and HR operations systems (e.g., HiBob or equivalent).
• Experience using ticketing or case management systems such as Freshservice.
• Strong Excel, reporting, and data analysis capabilities.
• Familiarity with ERP systems and invoice/payment tracking processes such as Microsoft Dynamics.
• Strong organisational skills with high attention to detail and accuracy.
• Effective communication and stakeholder coordination skills.
• Strong customer service orientation and problem-solving ability.
• Ability to manage multiple priorities within tight timelines.
• Comfortable working with technology, systems, and process improvement initiatives.

Knowledge & Expertise

• Working knowledge of Kenyan labour laws, WIBA 2007, and DOSH requirements.
• Understanding of employee benefits administration and occupational health practices.
• Familiarity with wellness programme coordination and employee engagement initiatives.
• Exposure to HR process improvement, automation, and operational reporting.
• Willingness to continuously learn and build expertise across HR Shared Services functions.