Administrator, Benefits

Position Summary:

An HR Operations Delivery Administrator plays a vital role in supporting the day-to-day business of the Team in accordance with the Global Policies and reporting. The Administrator will support end-to-end HR operations with a strong emphasis on case handling for Global HROD (Human Resources Organization Development) processes. This role is responsible for managing complex, high-volume HR cases across regions, ensuring accurate, timely, and policy-aligned resolution through case management. The position serves as a critical link between employees, HROD, Global People teams, and HR Centers of Excellence, providing consistent support across the employee lifecycle while enabling data-driven insights, continuous improvement, and high-quality employee experience. The role requires strong judgment, discretion, and the ability to navigate global processes, SLAs, and compliance requirements.

Duties and Accountabilities:

In order to perform this job successfully, an individual must be able to perform each of the essential duties listed below. The requirements listed below are representative of knowledge, skill and ability required for the position.

HR Case Management & Employee Support

• Manage and resolve employee HR inquiries through ServiceNow Case Management, ensuring adherence to SLAs and quality standards.
• Triage, route, and escalating cases to appropriate HR COEs (e.g., Benefits, Learning and Development, Recruitment and Employee Services) as needed.
• Provide clear, accurate, and policy-aligned responses to employee inquiries across the employee lifecycle.
• Maintain confidentiality and handle sensitive employee data with discretion.

ServiceNow & Process Excellence

• Utilize ServiceNow dashboards and reports to monitor case trends, volumes, CSAT, and SLA performance.
• Adhere to Case Management SOPs and guidelines
• Identify recurring issues, gaps, and opportunities for process improvement.
• Partner with HR Operations (Advisors and Supervisors) and ServiceNow Champions teams to enhance workflows, forms, and knowledge articles.

HR Operations & Compliance

• Support HR programs and initiatives including onboarding, offboarding, data changes, and benefits administration.
• Ensure HR processes comply with internal policies, local labor laws, and regulatory requirements.
• Maintain accurate HR documentation, SOPs, and knowledge base content.

• Collaborate with HR COEs, managers, and business partners to resolve complex cases.
• Participate in regular operational reviews, reporting, and continuous improvement discussions.
• Support change management, communications, and training related to HR process updates.

Qualifications:

• Bachelor's/College Degree
• Minimum of 1-year general administrative experience
• Verbal and written English proficiency are a must
• Work experience with APAC / EMEA / US counterparts preferred
• Amenable to work in rotating shifts (APAC, EMEA and US time zones), Hybrid set-up
• Experience supporting global or regional HR operations

Essential Job Requirements:

• Proficiency in ServiceNow HR Service Delivery (HRSD) or similar case management platforms
• Strong customer service mindset with a focus on employee experience.
• Strong MS Excel skills and ability to produce reports through use of various excel functionalities and formulas; preferably knowledge and experience in creating Macro tools
• Working knowledge of Microsoft Office tools MS Visio, MS PowerPoint, and MS Word
• Ability to gain a strong understanding of the administrative process and policies and demonstrates willingness to learn and adapt to change
• Team player: Actively participates as a member of a team to move the team toward the completion of goals. Maintains strong personal connections with team members and key stakeholders. Aligns personal work and performance with the broader team to achieve mutual outcomes
• Ability to effectively interact and engage with all levels of the Firm, along with well-developed oral and written communication skills
• Shows positivity and enthusiasm in carrying out work functions with strong time management skills and managing multiple priorities in a fast-paced environment.
• Ability to stay calm under pressure when juggling multiple tasks
• Strong analytical capabilities to provide data trend analysis and identify process improvements
• Proactive, resourceful, takes initiative
• High attention to detail and strong organizational skills.

Location & Reporting:

• This role is based in Manila, Philippines and reports to the HROD Benefits Manager

This role reports to

Equal Opportunities

White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.
 
If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.