Administrator Benefits

Firm Summary

White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.

With lawyers operating from more than 40 locations, working around the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.

It’s not just about our global network of offices; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work.

Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Our people represent 90 nationalities and speak 80 languages.

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.

Our Functional Area

Trusted advisor or career coach, project manager or strategist, recruitment administrator, talent expert or experienced generalist? As part of our global People (Advisory) team, you can expect to utilize and develop your skills across every aspect of human resources and talent management.

Whilst traditional HR tasks are an important component of our work, we also apply this practical knowledge to high-level strategic initiatives that deliver on our employer value proposition to best enable and grow our business. We lead and manage significant projects to attract, retain and engage the best people, and we are recognized for our ability to get the job done.

We’re proud of our high-performance work ethic, as well as the central role that we play in fostering an inclusive and collaborative culture. Through extensive contact with partners and business services leaders, we are trusted to offer advice and implement changes that help our teams perform at the highest level and deliver outstanding client service. Working with us will enable you to become a great professional and develop a uniquely broad range of experience to draw on throughout your career.

Duties and Accountabilities1

In order to perform this job successfully, an individual must be able to perform each 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

• 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.
  
  

HR Case Management & Employee Support

• 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

• Bachelors/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
  
  

1The 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.

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