Benefits Service Manager

The Benefits Service Manager (BSM) is responsible for the overall quality of benefits delivery for their service (Health & Welfare, Defined Benefits or Defined Contribution). The BSM is the main client contact for service specific topics and is directly accountable, along with the Benefits Delivery Manager, for client satisfaction for benefits delivery. A proficient BSM demonstrates strong client consulting skills, deep plan knowledge (including compliance), and a high degree of focus on operational effectiveness. In general, this role will leverage across multiple clients.

Primary responsibilities are grouped into the following categories:

Plan Management Client Consulting
The Benefits Service Manager leads plan management client consulting efforts for their service once the client is live.
Conducts legislative consulting
Consults with client and team on plan administration (compliance, Best Practices, process improvements, etc.)
Serves as the subject matter expert for client requirements; reviews requirements changes.
Builds client relationships
Collaborates with client to define and achieve service delivery goals
Works with client contacts to define scope and prioritize service specific projects
Identifies selling opportunities within their service

Business Planning & Operations Management
The Benefits Service Manager is accountable for defining the business plan and managing operations for their service.
Works with Business Group Practice Leaders (BGPLs) and the BDM to develop the business plan for their service
Charters process improvement projects to improve operations
Tracks process improvement results and progress towards goals
Provides progress updates on service delivery to client and internal stakeholders (e.g., BGPLs, BDM, and the client team)
Adjusts Business Plan based on changing priorities within the service
Drives team to adopt Best Practices and Standard Operating Procedures
Drives integration and alignment across the delivery organization (Implementation and Ongoing Delivery Groups, service specific Shared Services, other Lines of Businesses, Virtual Teams, etc.)

Service Specific Project Work
The Benefits Service Manager is responsible for a number of System Development Lifecycle (SDLC) Activities for One-Time Projects:
Records and reviews Change Orders for the Implementation Delivery Group (IDG)
Prioritizes projects to be executed by the IDG
Communicates to the IDG what needs to be changed for requirements
Drives integration for multi-service projects; Leads multi-service projects as necessary
Reports project status to client and stakeholders
Participates with client and Ongoing Delivery Group (ODG) team in Acceptance Testing

Financial Management
Provides BDM with budget information for service
Tracks and drive improvements in Cost/Participant metric
Performs Cost/Benefit Analysis for process improvement projects
Provides information (and potentially communication drafts) for fee quotes (1-time project)
Establishes billing numbers (using templates where available)
Drives adherence to proper billing procedures

People Management
Manages and develops Benefits Operations Managers (BOM) and Business Analysts (BA) to build:
Plan Knowledge
Operations Knowledge
Client Consulting Skills

Work Hours: Core hours are 8:30-5; contribution over the course of a year expected to average 45-50 hours/week

Amount of travel: minimal
REQUIREMENTS
Requirements
Strong knowledge of benefits plans (administration, regulatory and legislative)
Knowledge of benefits processing flows, procedures and systems
3-5 years experience managing benefits delivery teams
5-10 Years of Relevant Benefits Experience
BS/BA required



Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.