Hr Shared Services Specialist

Hr Specialist: Hmo Administration & Hr Shared Services

Job Summary The HMO Administration & HR Shared Services Specialist is responsible for coordinating employee healthcare/HMO administration and supporting the effective delivery of HR Shared Services. The role manages day-to-day HMO services, resolves escalated employee medical-service issues, coordinates healthcare providers and other HR service vendors, supports employee welfare and related shared-service activities, and provides accurate utilisation and management reports. The role is also expected to identify opportunities to improve service quality, employee experience and operating efficiency. Key Duties & Responsibilities HMO & Medical Scheme Administration: Administer the organisation's employee medical/HMO programme. Serve as a key liaison between employees, HMOs, healthcare providers and internal HR stakeholders. Handle and resolve escalated employee HMO and medical-service issues. Monitor service delivery by healthcare providers and escalate recurring service gaps. Maintain appropriate employee HMO records and support enrolment/employee information updates. Monitor HMO utilisation and prepare periodic utilisation reports and management updates. Support reviews of HMO/provider service performance and identify opportunities for improved employee experience and cost effectiveness. The company's existing specification explicitly includes administration of employee medical/HMO programmes and resolution of escalated issues, healthcare-provider management, utilisation statistics and continuous improvement. HR Shared Services: Support the effective administration of employee welfare programmes. Coordinate employee-service requests and ensure timely resolution or escalation. Support expatriate leave administration and related logistics where required. Facilitate local and international travel arrangements for employees and visitors. Support year-end employee activities and other approved welfare/engagement programmes. Liaise with internal functions to ensure seamless delivery of HR services. These responsibilities reflect the established scope of the internal HR Shared Services Specialist role. Reporting & Analytics: Prepare periodic HMO utilisation and employee-service reports. Track service issues, escalations and resolution. Analyse service data to identify trends and areas requiring management attention. Provide periodic management updates on HR Shared Services activities. Maintain accurate records and supporting documentation. Periodic reports, utilisation statistics and management updates form part of the existing internal requirements. KPIs HMO complaint resolution turnaround time HMO/provider SLA compliance Employee healthcare-service issue resolution rate HMO utilisation reporting accuracy and timeliness Vendor service performance HR Shared Services request turnaround time Employee-service satisfaction Cost optimisation achieved across assigned services Accuracy of employee/HMO records Timeliness and quality of management reports. Education & Experience Bachelor's Degree or equivalent qualification in Human Resources, Business Administration, Social Sciences, Humanities or a related discipline. A postgraduate qualification in Business Administration, Management Sciences, Human Resources or a related discipline would be an added advantage. Minimum of 9 years' relevant experience in HR Shared Services, Employee Services, HR Operations or a related function. Key Competencies: HMO/medical scheme administration Employee welfare and employee services Vendor and stakeholder management Service delivery and SLA management Problem resolution and escalation management Data analysis and management reporting Advanced Microsoft Excel Strong communication and interpersonal skills Process improvement and cost consciousness Ability to work effectively within a matrix organisation.