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About the Role

As a Tier 1 People Operations Coordinator, you will be the first point of contact for employees and managers, providing support across employee lifecycle queries, HR transactions and case management activities. Using Workday Help, Workday and self-service resources, you will resolve enquiries, complete transactions and guide employees through People processes. You will help deliver an efficient, consistent employee experience while maintaining high standards of data quality and operational excellence. This role is ideal for someone who enjoys solving problems, improving processes and delivering great service in a fast-paced global environment.

Responsibilities

Act as a first point of contact for employee and manager enquiries.
Manage Workday Help cases, resolving issues accurately and within service levels.
Use policies, knowledge articles and self-service resources to resolve enquiries.
Promote self-service solutions and escalate complex matters to specialist teams where required.
Deliver a professional, customer-focused support experience.
Support onboarding, employee changes, internal moves, employment documentation and offboarding.
Process employee transactions accurately in Workday and related systems.
Coordinate onboarding activities, including documentation, screening and induction support.
Support mover and leaver processes, partnering with Payroll, Technology and Workplace Services.
Produce employment letters, verification requests and other standard documentation.
Maintain knowledge content that improves self-service and case resolution.
Identify opportunities to simplify processes and improve employee experience.
Support enhancements to Workday Help workflows, reporting and case management.
Analyse recurring issues and recommend solutions to reduce repeat enquiries.
Support adoption of digital and AI-enabled service tools.
Support payroll readiness through accurate processing of employee changes.
Assist with benefits administration and employee queries.
Support compliance activities, audits, screening administration and record management.
Handle employee information in line with data protection and internal policies.
Contribute to People Operations projects and process improvement initiatives.
Support reporting on service performance, case trends and operational metrics.
Contribute to process documentation, knowledge sharing and best practices.
Perform additional duties aligned to the role.

Requirements

Experience in HR Operations, People Operations, HR Shared Services or a similar support environment.
Experience working with a case management or ticketing system.
Strong customer service and communication skills.
High attention to detail and commitment to data accuracy.
Experience using HR systems; Workday experience preferred.
Strong Microsoft 365 skills, including Outlook, Teams, Excel and Word.
Ability to manage competing priorities in a fast-paced environment.
Sound judgement and a solutions-focused mindset.
Ability to handle confidential information appropriately.
Experience in a global People Operations or shared services environment.
Exposure to employee lifecycle administration across multiple countries.
Experience maintaining knowledge articles, SOPs or process documentation.
Understanding of case management, service metrics and continuous improvement.
Experience supporting automation, digital tools or employee self-service initiatives.

Skills

Workday Help
Workday
Microsoft 365
Outlook
Teams
Excel
Word
Case management
Ticketing system
Customer service
Communication
Data accuracy
HR systems
Process improvement
Reporting
Knowledge management

Location

UK
Canada
Bermuda
APAC

Work Type

Fixed Term Contract
Full-time

Experience Level

Tier 1
6 month FTC

Education Level

Degree or equivalent experience in HR, Business Administration or a related field.

Benefits

25 days of annual leave with option to buy/sell more days
Adoption and fertility leave
Generous enhanced parental leave
Comprehensive private insurance coverage for employee and dependents
Group Life Insurance coverage of 9x basic annual salary
Group Income Protection up to 75% of basic annual salary
Optical benefits
15% combined employee/employer contributions to savings & retirement
Subsidized gym membership
Access to Employee Assistance Program
Cycle to Work and Electric Car Salary Sacrifice Scheme
Time off for volunteering
Charitable matching of employee donations

About the Company

Pacific Life Re's Global People & Workplace Services team operates within a global HR shared services model.
Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step.
We work hard and thrive on achievement, but we also know how to have fun and relax too.
We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.
Providing employees with a healthy work-life balance is very important to our culture.
We have a wide range of employee benefits and we host regular social activities and well being initiatives.
We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events and overseeing volunteering opportunities.
At Pacific Life Re, our vision is to bring an innovative and dynamic approach to the marketplace.
Our global team is not afraid to disrupt and challenge industry thinking to provide the best life and health reinsurance services possible.
Working in some of the most complex and fast-moving markets has taught us that knowledge and innovation go hand in hand.
Today, we are continuing our rapid growth internationally with offices across Europe, Asia, North America, Australia, and Bermuda.
With over 1000 employees across the globe, we take pride in our inclusive culture, underpinned by our values and behaviours, providing an environment where everyone can grow and develop.

Equal Opportunity

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities.
We support all employees to thrive and achieve their fullest potential.
As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities.
Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.