OVERVIEW

Reporting to the Senior Manager, HR Operations, the Coordinator, People Operations serves as a key point of contact for employees and managers seeking day-to-day HR support. This role is responsible for triaging and responding to inquiries through the People Services inbox, processing routine HR transactions, and ensuring that employees receive accurate, timely, and professionally delivered service across the full spectrum of HR operations.

This is a professional-level HR role requiring foundational knowledge of employment practices, HR systems, and service delivery. The Coordinator must bring sound judgment to prioritize competing requests, recognize when issues require escalation, and maintain accuracy and confidentiality in all employee data and communications. It is not an administrative role — the Coordinator is expected to understand the ‘why’ behind HR policy and process, and to represent the People Services function with competence and accountability.

This position has been created to strengthen frontline HR service delivery and ensure consistent, high-quality support for Abacus Group’s approximately 900 employees across the US, UK, and UAE. The successful candidate will bring a customer-service orientation, a genuine commitment to operational excellence, and the initiative to take ownership of their work from inquiry to resolution.

JOB DESCRIPTION

DUTIES AND RESPONSIBILITIES

People Services Inbox & Triage (40%)

• Own daily monitoring and timely response to the People Services inbox, ensuring all inquiries receive a professional first response within established SLA windows
• Accurately triage incoming requests by category, urgency, and complexity — resolving routine inquiries independently and escalating complex or sensitive issues appropriately to HRBPs or the Senior Manager, HR Operations
• Prioritize competing requests with sound judgment, demonstrating consistent ability to distinguish high-impact issues from lower-priority items
• Track and document all case activity to enable reporting on volume, response times, and recurring themes
• Contribute to knowledge base and FAQ development to reduce repeat inquiry volume over time

HR Transactions & Employee Lifecycle (30%)

• Process routine employee lifecycle transactions in Workday including hires, terminations, job changes, department transfers, and compensation updates
• Ensure data accuracy and integrity across all HRIS entries; perform regular audits to identify and correct discrepancies
• Support onboarding coordination including new hire documentation, I-9 processing, and first-day logistics in partnership with Talent Acquisition
• Assist with offboarding administration including separation paperwork, final pay coordination, and benefits termination notifications
• Process leave of absence requests and maintain accurate leave tracking records

Benefits & Payroll Support (15%)

• Respond to employee inquiries related to benefits enrollment, eligibility, and plan information, escalating complex cases to the Payroll, Benefits & Retirement Plans Specialist
• Support open enrollment administration including employee communications, system updates, and enrollment tracking
• Assist with payroll-related employee inquiries, directing technical payroll questions to the appropriate specialist while providing accurate first-line information
• Coordinate basic deduction changes and updates in Workday as directed

HR Operations & Process Support (15%)

• Maintain and update HR documentation, SOPs, and employee-facing resources on SharePoint and other internal platforms
• Generate routine HR reports and data pulls from Workday to support team needs
• Support HR projects and initiatives as assigned, including compliance activities, policy rollouts, and integration efforts
• Partner closely with HRBPs and the HR Operations team to ensure consistent service delivery and a seamless employee experience
• Identify opportunities to improve processes and reduce inefficiencies in HR service delivery

KNOWLEDGE, SKILLS, AND ABILITIES

HR Knowledge & Service Delivery

• Working knowledge of foundational HR principles including employment law basics, employee lifecycle processes, and benefits administration
• Ability to triage HR inquiries accurately, distinguishing routine requests from escalation-worthy situations
• Familiarity with federal and state employment regulations sufficient to provide accurate first-line guidance and recognize compliance risk
• Understanding of HR policy and the ability to interpret and explain policy to employees in plain language
• Commitment to service delivery excellence — responsive, accurate, and employee-centric in all interactions

Systems & Technical Skills

• Proficiency with HRIS platforms; Workday experience strongly preferred
• Solid Microsoft Office skills including Excel (VLOOKUP, filters, basic formulas), Outlook, and SharePoint
• Comfort generating and reviewing HR data reports and identifying discrepancies
• Ability to learn new systems and adapt to technology changes quickly
• Experience using case management or ticketing tools is an asset

Prioritization & Operational Judgment

• Demonstrated ability to manage a high volume of competing requests and consistently prioritize by impact and urgency
• Self-directed and organized, with strong ability to manage tasks to completion without constant supervision
• Proactive follow-through — takes ownership of inquiries from receipt through resolution and communicates status appropriately
• Recognizes the difference between issues that can be resolved independently and those requiring escalation or legal guidance

Communication & Professionalism

• Clear, professional written communication with an ability to explain HR topics accessibly to a non-HR audience
• Strong interpersonal skills and genuine customer service orientation
• Ability to handle sensitive and confidential employee information with discretion and integrity
• Comfortable working across a geographically distributed, multi-entity organization
• Collaborative approach with strong ability to partner with HRBPs, Finance, and Operations teams

ATTRIBUTES THAT WILL DRIVE SUCCESS

• who treats every employee inquiry as an opportunity to represent People Services with professionalism and care SERVICE-FIRST MINDSET
• who can rapidly assess the urgency and complexity of competing requests and act accordingly — every time TRIAGE EXPERT
• who takes full accountability for People Services responsiveness and sees unanswered inquiries as a personal priority INBOX OWNER
• who processes transactions accurately and audits their own work before submitting DETAIL-ORIENTED OPERATOR
• who understands enough HR practice to guide employees correctly and know when to escalate POLICY-INFORMED
• comfortable in Workday and capable of learning new tools without hand-holding SYSTEM-SAVVY
• who keeps employees and teammates informed and doesn’t let requests fall through the cracks PROACTIVE COMMUNICATOR
• who supports the HR Operations team and HRBPs in delivering a best-in-class people experience TEAM PLAYER

Qualifications 

• Human Resources, Business Administration, Organizational Development, or related field
• With demonstrated HR knowledge and relevant experience
• HR generalist, HR coordinator, or HR operations experience

The Benefits of Working for Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.
• Positive, friendly, and supportive office environment.
• Workplace perks including healthy snacks and team-building events.