Currently seeking a Benefits Client Support Manager to meet and exceed our client service levels and performance expectations, as well as maximizing the Benefit Representatives staff resource allocation and performance. This position will focus on our core benefit service representative teams and involve tasks, and responsibilities around our service center operations, process development and associate development skills.
May be responsible for one or more of the following:
Provide coaching, problem solving and development of Benefit Representatives and creates a culture of continuous improvement and stellar service.
Define & refine processes, procedures and best practices related to the administration of our Comprehensive Benefits core service offering.
Refine staffing model, hiring profiles,training plans for core benefits administration service delivery.
Act as operational/service management escalation point for client or team issues.
Will be directly responsible for the following:
Assist in retention of clients and ensure no liability losses
Directly manage 10+ Benefit Representatives and other team members
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Ensure sound business and client knowledge in order to effectively support BR resources and expedite timely resolution of all client deliverables and issues
Assign work and cases to BR’s and foster a sense of urgency for timely case resolution. Ensure timely resolution of all client cases and deliverables and utilize the client master task list to track completion of all required activities
Monitor client operations dashboard measures (e.g., abandoned calls, average hold times, etc.) to proactively manage client-level impacts and ensure monthly review of performance against client SLA’s.
Ensure BR’s have the requisite training and knowledge to support current and future clients
Maintain strong partnerships across departmental lines
Champion a “Can do” attitude both externally and internally and assume positive intent in all situations
Ensure overall client satisfaction with BR and team performance as measured by Key performance indicators and client quality survey data
Monitor key BR metrics such as but not limited to Day to Day case management, Escalated Cases, call center statistics
Identify, plan, and manage process improvement projects to create efficiencies in operational workloads.
Track and improve capacity and utilization of BR resources.
Review and sign off on all- BR deliverables.
Develop ,deliver and measure effectiveness of training to BR resources in support of both current and future clients and new initiatives
Identify system & process inefficiencies and makes recommendations to mitigate participant and company liability.
(Experience, Skills, Academic):
Must have proven benefits experience on resume such as Health and Welfare, Retirement Benefits, COBRA, STD/LTD Benefits and experience with Open Enrollment in order to be considered.
Bachelor's degree (B.A.) from four-year College or university; or four to six years related experience and/or training; or equivalent combination of education and experience.
CEBS or GBA certification preferred
At least 5 years demonstrated experience in a Benefits Administration role,
3 years experience in management
Proven record of providing excellent internal and external customer service
Excellent interpersonal skills
Excellent oral and written communication skills
Ability to work in a fast-paced, dynamic environment
Ability to multi- task and effectively manage deliverables and competing priorities
Ability to work collaboratively with diverse functional groups in unified support of the client base
ADP is an Equal Opportunity/Affirmative Action Employer; M/F/D/V. ADP believes that diversity leads to strength.
Automatic Data Processing - 4 years ago
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Automatic Data Processing, Inc. (ADP) is engaged in providing business outsourcing solutions. ADP offers a range of human resource (HR),...