Scheduled Hours

40

Position Summary

Provides leadership for the WashU HR Benefits function in an employee facing services role in support of active, inactive, terminated and retired faculty, staff and trainees, and candidates/pre-hires. This people leader position provides a blend of strategic planning and hands on expertise, oversight and coaching to the team that is responsible for inquiries regarding WashU’s Benefit processes and programs including health and welfare, wellness, tuition, retirement, leaves of absence, time off, and other HR policies. Ensures that the Benefits Service Team provides scalable, high-quality support that enhances the employee experience; issues are directed to the appropriate channel such as internal centers of excellence, website, Workday system, vendors etc. and are resolved timely. Responsible for maintaining compliance such as data privacy and HIPAA, data accuracy and security. Serves as a subject matter expert and a key liaison to leadership and other organizational partners. Responsible for continuous improvement and will assist with the identification and implementation of solutions such as tools, programs, processes and metrics. Collaborate with subject matter experts and policy/process owners including benefits, compensation, recruiting, employee relations, HR operations, payroll and others to ensure high quality and effective service delivery and solutions.

Job Description

Primary Duties & Responsibilities:

Performs the following activities with regards to servicing the University’s plans and policies:

• Manage day-to-day operations of the Benefits Service Team resulting in a high-level of support and superior customer service, which includes process improvements, workflow efficiency, monitoring of transactional processing for compliance and accuracy, handling projects, and escalated customer concerns.

• Lead and motivate the team through performance coaching, team building, training and employee development to provide accurate and timely customer service for complex transactions, escalated issues, and customer requests. 

• Develop work procedures, assign duties, oversee work schedules, establish performance metrics and monitor function and team performance, to ensure team member effectiveness.

• Manage internal partnerships and vendor relationships as needed.

• Consult with HR Centers of Excellence on issues, metrics, trends and opportunities.

• Participate on project teams to provide subject matter expertise.

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Manage set up and/or access to tools used by the Benefits Service Team for success including Workday, ServiceNow CRM, and the softphone application, and other applications as needed.

• Define metrics and service level agreements with business partners. Ensure team meets service level agreements.

• Manage technologies and tools that improve the employee experience, help the service center representatives, and adapt to business changes and improve operating efficiencies.

• Create dashboards, queries and reports, with the ability to manipulate data from multiple sources to track individual and team performance and provide meaningful metrics. 

• Ensure processes are documented. Drive continuous improvement to promote team efficiency.

• Manage operational issues and corrections.

Act as point of contact to resolve cases and communicate on behalf Benefits.

• Provide clear comprehensive guidance and coaching to managers regarding questions and issues and offer practical solutions for resolution. 

• Meet with retirement-eligible employees to consult on plans and process for retirement.

• Represent Benefits in new hire orientations and employee events.

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Perform other duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or a table

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualific