Manager, Benefits Operations

About the Role:

We are seeking a highly organized and detail-oriented Benefits Operations Manager to oversee the operational delivery of our employee benefit programs. In this role, you will be responsible for streamlining our customer facing benefits operations processes, creating and updating SOPs, partnering with the Product team to ensure appropriate benefit setup in our customer-facing platform, ensuring data integrity and accurate billing, supporting benefit implementations, and providing excellent support for our professionals and customers.

Key Responsibilities:

• Process & Documentation:
• Streamline current benefits operations workflows into centralized, efficient, and scalable processes.
• Define, document, and maintain standard operating procedures (SOPs) and workflows for all benefits operations to ensure consistency and efficiency.
• Data & Enrollment Management:
• Oversee data management and reconciliation for professionals.
• Manage benefits enrollment, changes, and terminations for professionals, including providing manual support where automation fails.
• Manage vouchers not reported through payroll.
• Customer & Professional Support:
• Handle general inquiries from both professionals and customers regarding benefits.
• Address and resolve complex benefits issues and escalations.
• Conduct benefit plan comparisons for customers and potential customers.
• Financial Accuracy & Systems:
• Ensure the accuracy of billing data in our platform.
• Collaborate with Product on benefit plan offering changes that need to be captured in our customer facing system.
• Capture updated payroll and billing data in our platform for all renewals.
• Implementation & Communication:
• Support the implementation of new benefit rollouts.
• Effectively communicate benefits changes to customers and professionals.

Qualifications:

• Strong experience in operational workflows with a proven track record of streamlining fragmented processes and enhancing efficiency.
• Strong analytical skills with a focus on data accuracy and reconciliation.
• Excellent communication and problem-solving skills for handling customer-facing escalations and inquiries.
• Exceptional cross-functional partnership to ensure shared goals are achieved.
• Knowledge of benefits management.