HM Benefits Operations Manager

A Benefits Operations Manager (BOM) is responsible for delivering and/or maintaining a fully-functioning system to the client team. Responsibilities for this role are categorized in the following areas:
Processing service levels
Monitors Service Level Agreements (SLAs) for service (Implementation Delivery Group (IDG), Shared Service, Virtual Teams)
Performs gap analysis and reports gaps to Benefits Service Manager (BSM)
Collaborates with virtual team leads to close gaps

Process Improvement and Issue Resolution
Identifies, Plans, and Manages Process Improvement Projects to improve processing performance (e.g., to eliminate exception processing)
Coaches Benefits Analysts on Issue resolution techniques
Resolves escalated issues from Customer Service or processing team (routed through workflows or issue tracking)
Identifies root cause, leads non-system problem solving efforts
Resolves Client & Third Parties issues
Assesses impact of any system defects and works with BSM to control risk.

Financial Management
Reviews and/or records Change Orders for System Defects (to ensure root cause is system and not user error).
Reviews transaction accuracy
Preps and executes on external and internal audits

Deployment Discipline
Collaborates with IDG associates to ensure smooth hand-offs from IDG to the Ongoing Delivery team.
Co-authors (with IDG) ongoing processing documentation (initial tailoring and changes)
Provides training on ongoing processing procedures (as needed)
Executes production verification
Ensures acceptance testing results meets client expectations

Standard Operating Procedures for plan administration
Migrates teams to most current Standard Operating Procedures
Provides BSM data to consult with client
Works with Practice Leadership and processing teams to identify enhancements to SOPs
Manages Year End (and Mid-Year) Updates (e.g., Rate updates).

Team Management
Meets with daily client contacts, Customer service and 3rd parties on internal processes
Metrics Managed include:
Ongoing delivery targets (including practice targets)
Project Deliverable Dates
Associate Satisfaction Results
Ongoing Service Level Agreements (SLAs)
Edit Resolution Targets
Workflow Resolution Targets
Continuous Improvement goals and metrics

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
Knowledge of benefits plans (administration, regulatory and legislative)
Knowledge of benefits processing flows and procedures
Experience managing ongoing delivery operations and quality metrics
3-5 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.