Your main responsibility is to ensure that the day-to-day operations of the department are running smoothly and ensuring performance metrics like Timeliness, Quality, Productivity and other SLA's for the team are met Should be effectively able to manage performance of a team of 10 - 15 members Assist in the workload management and prioritization of day-to-day duties and projects Drive the establishment and refinement of the UKG Services and Support methodology and best practices Track and/or project management of various projects to ensure timeliness Attend and/or lead recurring service calls, business reviews, and project debrief for assigned customers Support managers and LT with automation and transformation projects supported by business Should be able to demonstrate ability to coach/mentor/guide the team Serve as first point of escalation for any issues that arise, including problems with customers, third parties, internal teams, and internal systems Monitor completion of requirements and provide leadership sign-off of processing and daily activities Communicate potential service issue or business issue to LT and draft/propose correction and mitigation plan You are expected to demonstrate how you foster relationships with internal stakeholders by establishing and maintaining exceptional business relationships and working collaboratively Problem solving, time management and priority setting skills Expected to demonstrate UKG core values Generate operational metrics to communicate and manage the performance of the production team Engage in hiring along with the manager Implement quality control measures effectively Overall, 8 - 10 years of work experience in Benefits related teams, with 3+ years of people management experience Working knowledge of employee life-cycle U.S. Benefits Administration, ACA, related regulations, ERISA guidelines, and HIPAA Compliance Technical experience with Benefit Administration Software and/or other HCM Benefits Administration technology solutions preferred Strong background in customer service Must be proficient in Microsoft Office (Excel, Word, and PowerPoint) Industry level benefits certification will be a benefit Conflict resolution Ability to handle multiple tasks under stringent timelines Bachelor's Degree in Business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered
