Manager of Benefit Services

Operations Management and Benefits AdministrationOversee day-to-day operations across benefits and leave management teamEnsure accurate, timely, and compliant service delivery aligned with federal, state, and institutional requirementsServe as a senior subject matter expert in insurance, retirement, leave, WCI, and staff tuition assistance programsManage workflows, workload distribution, and service standards to drive consistency and efficiencyLeverage HRIS (e.g., Workday) and vendor systems to improve operational performanceRepresent the organization in university, system-wide, and vendor partner meetingsCustomer Experience and Service ExcellenceEstablish and model a high standard of customer service, emphasizing responsiveness, empathy, and professionalismEnsure complex and sensitive cases are handled effectively with clear communication and timely resolutionTranslate complex benefits information into clear, actionable guidance for various audiencesImplement feedback mechanisms to capture customer insights and continuously improve service deliveryLead and support outreach efforts such as benefits fairs, orientations, and educational sessionsLeadership, Performance and Metrics ManagementLead, coach, and develop a high-performing team, setting clear expectations and accountability standardsDefine and manage key performance indicators effectivelyMonitor performance through dashboards and reporting tools, using data to drive decisions and improvementsConduct performance evaluations, provide ongoing feedback, and support employee developmentFoster a culture of accountability, agility, and continuous improvementProcess Improvement and Operational ExcellenceCollaborate on initiatives to streamline processes, reduce manual work, and improve scalabilityHelp identify gaps and implement solutions to enhance efficiency and service qualityMaintain standard operating procedures and documentationPromote a culture of continuous improvement and innovationCommunication and Stakeholder EngagementCommunicate effectively with team members, leadership, and stakeholdersBuild strong relationships across HR and campus partnersPresent insights, updates, and recommendations in a clear and actionable mannerAdditional ResponsibilitiesPerform other duties as assigned