Manager, Benefits Operations

Manager, Benefit Operations

This position will be responsible for the daily operations, maintenance, and support of the MTA benefits department, which includes the Benefits Processing, Customer Resolution & Support, Death Claims / COBRA / & Leave Management, and Billing / Claims units. The position will be tasked with independently working with internal clients, functional departmental partners, and external stakeholders such as benefit vendors to ensure effective service delivery and that key performance indicators (KPIs) are consistently met with a focus on customer service and the employee experience. The incumbent will be expected to lead and / or assist in determining resolutions to people, process, and technology pain-points that affect the provision of effective and efficient benefit services. This role will be responsible for ensuring compliance with all applicable Federal and State laws and regulations, as well as collectively bargained agreements (CBAs).

Responsibilities

General Departmental Management :

• Manage team's performance, staffing levels, competencies, workload, and schedules to deliver timely, quality customer service.
• Manage escalated inquiries and service requests to resolution using in-depth problem-solving, interpretation, and research.
• Track and report the status of work for the team within Siebel, UCM, and JobVite.
• Ensure compliance with MTA and departmental policies, practices, and procedures while driving towards the long-term MTA / departmental vision.
• Manage internal and external client relationships and provide effective service and support as needed.
• Conduct evaluation and triage of issues for the root cause(s) and take corrective action as appropriate.
• Partner with BSC IT, HRIS, and Benefits Administration teams to execute technology / application updates and contractually negotiated benefit changes.
• Achieve operational objectives by contributing subject-matter expertise and strategic recommendations.
• Prepare and complete action plans that implement productivity, quality, and customer-service standards towards the goal of resolving client problems.
• Work with Systems Configuration, BSC IT, and other stakeholders to review, run, and approve report criteria and parameters.
• Determine system, process, and procedural improvements and assist in implementing any required changes.
• Support departmental projects and initiatives through requirements gathering, testing, evaluating functional and system configurations, team sensitization and training, and post-production / implementation assistance.
• Monitor quality of assignments and service delivery against agreed-to Service Level Agreements (SLA) and Key Performance Indicator (KPI) targets.
• Perform other duties as assigned or as required.

Technology Management :

Talent Management :

Required Knowledge / Skills / Abilities

Possess intermediate knowledge in PeopleSoft HCM module(s) with the ability to become proficient in additional module(s). Ability to travel to field locations for agency specific training / meetings. Strong interpersonal skills with the ability to work with a diverse stakeholder and customer population. Ability to work with, train, and coach other team members. Ability to troubleshoot benefits-related technical issues and communicate needs as necessary. Ability to prioritize problems and promptly resolve or escalate when necessary. Strong oral and written communication skills. Strong attention to detail. Demonstrated ability to handle sensitive situations, maintain a high level of confidentiality, work independently, and take initiative. Strong working knowledge of Microsoft Office Suite (MS Excel, Access, etc.)

Required Education and Experience

Bachelors degree in Human Resources, Business Administration, Communications, Psychology, or a related field, OR an equivalent combination of education and experience may be considered in lieu of a degree. Five (5) or more years of progressive experience in Human Capital Management, and / or Benefit Operations / Administration. One (1) or more years of experience managing a team or leading team projects. The following is / are preferred : Familiarity with performance metrics and ability to meet identified targets. Working knowledge of service request management tools. Working knowledge and use of office productivity tools and web-based applications. Experience in designing and implementing human capital management or related human resources database module(s). Center of Excellence / Shared Services experience.

Other Information May need to work outside of normal work hours (i.e., evenings and weekends). Travel may be required to other MTA locations or other external sites.

According to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission"). Equal Employment Opportunity MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.