HCS Manager HR Service Delivery - Benefits

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

This position will lead the benefits operations team responsible for the day-to-day operations of benefit functions. The HCS Manager HR Service Delivery - Benefits will ensure excellent customer service and an optimal teammate experience for all transactions that are completed in the operational benefits functions. The HCS Manager HR Service Delivery - Benefits oversees the administration, compliance, and execution of employee benefits programs, ensuring alignment with plan document and administrative processes. This role is responsible for managing benefits-related processes, collaborating with the benefits center of expertise, vendors, and optimizing benefits operations to provide an exceptional teammate experience. The HCS Manager HR Service Delivery - Benefits will lead a team, drive process improvements, and support the organization in attracting and retaining talent through competitive and compliant benefits programs and processes.

Responsibilities:

Program Administration:

Manages the day-to-day operations of all employee benefit programs, including health insurance, retirement plans, flexible spending accounts, and wellness programs. Oversees accurate and timely enrollment, changes, and terminations for all benefit programs, including managing open enrollment processes. Resolves employee inquiries and issues related to benefits, ensuring a positive employee experience. Collaborates closely with the Benefits COE to implement and maintain effective benefit programs, aligning with organizational goals and regulatory requirements.

Case Management & Service Recovery:

Reviews Benefit Operations team cases to ensure accuracy, consistency, and timely resolution. Analyzes Benefit Operations cases to identify trends and opportunities for process improvement, such as creating knowledge base articles and response templates. Researches and resolves complex benefit inquiries and escalated issues. Leads service recovery efforts for calls/cases requiring additional outreach due to incorrect or incomplete information. Engages with employees and stakeholders to resolve issues promptly and effectively, demonstrating a commitment to customer satisfaction.

Team Leadership:

Lead and develop a team of benefits professionals, providing coaching, guidance, and professional development to ensure high performance and engagement. Ensures that department goals align with the organization and that resources are allocated to meet priorities. Articulates common goals and communicates how individual roles contribute to teams success.

Exceptional Customer Service:

Delivery professional, reliable, and exceptional customer support to all inquiries, exhibiting a customer-centric approach and ensuring high satisfaction levels. Address inquiries promptly and effectively, demonstrating active listening and empathy.

Compliance & Process Improvement:

Stays current on federal and state regulations affecting employee benefits, and ensures compliance with all relevant laws and regulations, including ERISA, HIPAA, COBRA, and ACA. Conducts regular audits to identify and address compliance risks, and collaborates with cross-functional teams to implement corrective actions. Identifies areas for process improvement within the Benefits Operations team and collaborates with peers and management to implement changes that enhance efficiency and effectiveness. Collaborates with cross-functional teams to ensure seamless integration of benefits programs with other HR functions and business operations.

Training Material Development:

Create and maintain comprehensive training materials and Standard Operating Procedures for Benefits Operations team to ensure they are equipped with up-to-date resources. Develop training modules, guides, and reference materials that cover all benefit transactions, processes, policies, and customer service techniques.

Education Requirements:

• Bachelor's degree required.

Professional Experience Requirements:

• Five (5) years of progressively responsible benefit experience.
• HR Call Center or case management experience preferred.
• Previous leadership experience preferred.

Knowledge/Skills/and Abilities Requirements:

Leadership and team development. Strong collaboration skills in order to partner effectively across all HR functions, reducing siloed processes. Excellent organizational skills, strong attention to details, and process improvement oriented. Ability to learn and create new processes with various methods of technology. Demonstrated ability to maintain a confidential work environment, including handling issues with discretion, and good judgement. Analytical thinking & data-driven decision making Ability to manage workload and achieve results with minimal supervision. Effectively guides work of other team members. Understands and adapts to different personal styles to achieve results.

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: HR Benefits

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.