Job Description

Job Description

Job Description

Mission

The Benefits Team Manager is responsible for the accuracy, efficacy and quality of the work performed by the Benefits Team; that delivers exceptional client experiences as measured by KPIs outcomes measured around accuracy, responsiveness, and client feedback. This person must hire, retain and lead a team of high performing individuals. The manager will ensure our internal teams have the right resources and knowledge to consult with clients.They are responsible for setting the bar and the pace for their team, looking up from just their department and thinking entrepreneurially about the business as a whole.

Outcomes

• All client requests/inquiries received within normal business hours for the benefits team are responded to within 4 hours.
• Ensure all client interactions are properly documented in SalesForce.

• Maintain a client NPS of 70 and receive consistent positive client feedback as measured by case interaction temperature
• Grow master health plans and overall health of OHR book of business

Responsibilities

• Leadership and team management (50% of time)
  • Live & exemplify the Obsidian HR core values.
  • Recruit and develop a fully staffed, and redundant team of top talent.
  • Train new hires and provide ongoing training to entire team on best practices
  • Meet 1:1 with each direct report weekly for coaching, feedback, and support
  • Maintain a fun and healthy work environment for all team members
  • Regularly evaluate team performance
  • Continually balance workload across team and allocate clients as new business is sold
  • Consistently monitor and work to improve team and individual metrics (case turnaround, error rates, overdue cases, rework, etc.)

• Subject matter expertise and department ownership (50% of time)
  • Handle escalations from customers or internal team
  • Deeply understand HRIS and other critical business systems
  • Work cross-functionally with other department leaders to identify breakage points, improve processes, and deliver best-in-class customer service
  • Represent your team at client meetings, sales meetings, and other events as needed
  • Lead projects and new initiatives for your department to ensure both compliance and incredible customer experience (e.g. open enrollment, vendor audits, etc.)
  • Document and update all processes

Competencies

• 2+ years in a PEO benefits manager/supervisor role
• Customer Focus . Regularly monitors customer satisfaction. Meets internal and external customer needs in ways that provide satisfaction and excellent results for the customer. Establishes "partner" relationships with customers. Regarded as visible and accessible by customers.

• Analysis Skills - Identifies significant problems and opportunities. Analyzes problems in depth. Relates and compares data from different sources. Able to determine root causes and subtle relationships among data from various sources. Exhibits a probing mind. Achieves penetrating insights.
• Coaching - Actively and successfully trains people for current assignments. Coaches and develops them for promotion into positions in which they succeed. Provides challenging

Assignments.

• Verbal/written Communication - Communicates effectively one to one, in small groups, and in public speaking contexts. Demonstrates fluency and "quickness on one's feet", clarity of organization of thought processes, and command of the language. Easily articulates vision and standards. Keeps people informed.
• Judgment / Decision Making - Demonstrates consistent logic, rationality, and objectivity in decision-making. Achieves balance between quick decisiveness and slower more thorough approaches, i.e., is neither indecisive nor a quick judge. Shows common sense. Anticipates consequences of decisions.

• Team Player - Reaches out to peers to tear down walls or remove roadblocks. Overcomes "we-they" relationships. Approachable. Earns a reputation for leading peers toward support of what is best for total company. Cooperates with supervisors and establishes collaborative relationships with peers (without being pushy)

• Adaptability - Able to be flexible with new pressures (competition, loss of talent, new priorities). Adjusts quickly to change. Copes effectively with complex situations.

• Organization/Planning - Plans, organizes, schedules, and budgets in an efficient productive manner. Focuses on key priorities. Effectively juggles multiple projects. Anticipates reasonable contingencies. Pays appropriate attention to detail. Manages personal time well.

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