Manager, Benefits Services- Cambridge, MA / Hybrid HB5820

Description:

Experienced professional with broad and deep expertise in employee benefits and a track record of delivering consistently outstanding client service to a large and diverse population. Responsible for managing two lead senior benefit specialists, a client service team to achieve measurable standards of excellence in terms of responsiveness, accuracy and client satisfaction and a Tuition Assistance Specialist, responsible for the administration of TA benefits according to benefit plan provisions. Working with the Associate Director, Health and Welfare Benefits, responsible for managing projects that cross different functional areas, such as the annual Total Compensation Statement, new employee orientation and onboarding of new employees. Coordinates on an ongoing basis with Associate Director, Health and Welfare, the Director, Benefits and the Director, Communications on all broad-based communications to the community and major benefit change initiatives. Also coordinates with HRIS and systems/data functions on a regular basis to ensure adherence to data management and data security processes and protocols. Provides tactical advice and counsel to the Associate Director, Health and Welfare and Director, Benefits on revisions to benefit plan design, policy and operations as appropriate, and stays abreast of regulatory and industry developments.

Responsibilities:

• Manages two senior benefits specialist who are responsible for mentoring, coaching and training entry level staff, handling benefits escalations (retirement, health, life, payroll, etc.); special projects and tasks such as deployment of new systems, and new benefit programs and handle secondary more challenging tasks (with compliance components) such as divorces, adoptions, post doc benefits relations, running metrics, retirement counseling as needed, and tuition assistance appeals. In addition, the roles support open enrollment testing, support to faculty and staff and post open enrollment issues.
• Provides guidance and direction to the Benefits Client Service Team (BCST) with the objective of delivering “gold standard” service in response to phone, email or in-person inquiries from approximately 20,000 employees, former employees, external subscribers, retirees, and other internal business partners. Coordinates resource allocation to assure adequate coverage at all times.
• Reports quarterly to the Associate Director, Health and Welfare on activity levels, responsiveness, client satisfaction and trends. Identifies training and development opportunities for staff as well as technology or process improvements that could enhance customer service or efficiency.
• Manages the Tuition Assistance Plan Specialist in the administration of the TA plan, ensuring quick responses and accuracy of information conveyed to eligible employees. Assists with issue resolution, IRS compliance and proposes policy changes.
• Research benefit plan issues and resolves them in accordance with regulations, plan documents; addresses and implements procedures related to the taxability of benefits.
• Ensures that benefit enrollment transactions are entered accurately and timely into SAP by the Benefit Client Service Team.
• Serves as project manager for certain projects that cross multiple benefit areas such as the annual total compensation statement, new employee orientation, and onboarding of new employees.
• Coordinates with HRIS and systems/data functions on a regular basis to ensure data entry standards are maintained and that staff receive appropriate training on data entry processes and data security protocols.
• Coordinates effectively with departments and organizations outside the Benefits Department such Finance, and Payroll to share and obtain information about each other’s services for the purpose of coordinating client service team responses.
• Partners with Associate Director, Health and Welfare and Director, Benefits on vendor relationship management and coordination of projects and tasks. Attends bi-weekly, monthly and quarterly meetings with benefits broker and vendors.
• Reviews and approves monthly vendor invoices for payment; escalating questions to Associate Director as needed.
• Pulling need data for annual audits, including but not limited to retiree medical.
• Performs other duties as assigned.

Supervision Received: Receives supervision from Associate Director, Health and Welfare Benefits and Director, Benefits who provides broad guidance and overall direction.

Supervision Exercised:

• Supervises work of others, including planning, assigning, and scheduling work. Reviews work and ensures quality standards are met.
• Conducts performance reviews for direct reports.
• Trains staff and oversees their productivity.
• May offer recommendations for hiring, termination and pay adjustments, but does not have responsibility for making these decisions.

Requirements:

• Bachelor’s degree required; advanced degree or professional certifications preferred.
• Minimum of 5 years of management experience in HR with a strong focus on employee benefits.
• Deep knowledge of HR/Benefits systems with an understanding of how benefits eligibility and plan provisions are reflected in these systems.
• Experience working with SAP or cloud ERP systems such as Workday or Oracle Cloud.
• Demonstrated ability to make strategic and tactical contributions on cross-functional teams in a complex and collaborative environment.
• Ability to lead, manage and motivate a team; solid leadership skills.
• Excellent customer service skills; ability to handle confidential information.
• Strong organization and time management skills; strong communication Skills (oral and written); excellent judgment and decision-making ability; ability to manage multiple priorities.
• Proficient in Microsoft Office; must possess a strong attention to detail; must be able to work independently.

Compensation: $135K plus incentives

Consultant Contact Information:

Holly Binda-Breton
978-409-8782
HollyB@willmott.com
Willmott & Associates, Inc.
289 Great Rd., Suite 103
Acton, MA 01720