HR Service Center Benefits & Operations Manager

HR Service Center Benefits & Operations Manager Redwood City, California, United States New Human Resources 4 days ago Post Date 106506 Requisition University is one of the world's premier academic and research institutions, devoting tremendous intellectual and physical resources toward the betterment of humanity. As a major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives.

Within its University Human Resources (UHR) department, Stanford is currently establishing an HR Service Center (HRSC) to better support campus upon the upcoming implementation of Sequoia, an Oracle Human Capital Management (HCM) cloud-based system. The new HRSC will streamline processes, providing employees with more efficient, timely, and effective support for their HR-related needs. HRSC leadership is currently seeking skilled HR service professionals who can assist with the launch and implementation of the new organization and technology.

Stanford University Human Resources (UHR) is seeking a Human Resources Service Center Benefits & Operations Manager to oversee a dedicated team that provides exceptional support, resources, and guidance to university employees regarding disability leaves, benefits programs and related operations. The Manager, Benefits & Operations is pivotal in managing day-to-day operations of the Benefits & Operations team through SLA metrics and data monitoring to ensure accurate and timely responses to escalated inquiries. This position reports to the HRSC Senior Director. This position is at our Stanford Redwood City campus.

JOB PURPOSE:

The Manager, Benefits & Operations is responsible for overseeing a dedicated team that provides exceptional support, resources, and guidance to university employees regarding disability leaves, benefits programs and related operations. The Manager, Benefits & Operations is pivotal in managing day-to-day operations of the Benefits & Operations team through SLA metrics and data monitoring to ensure accurate and timely responses to escalated inquiries. The Manager, Benefits & Operations will influence the team to achieve confident resolution for escalated questions and nuanced issues with vendor through an efficient use of resources and specialized knowledge base, working closely with the Benefits and Leaves Centers of Expertise (COEs) to align processes, service delivery and ensuring team is up to date on policy and procedures. This role is also responsible for the individual performance and development of the Benefits & Operations team. An ideal candidate for this role will have experience leading a HR benefits and leaves service team in a complex organization. This role will execute Stanford's vision while championing Stanford's culture and values.

CORE DUTIES : Program Management: Oversee the day-to-day operations of the Benefits & Operations team. Support the overall administration of the university's benefits programs and operations, including retirement and disability leaves programs by ensuring employee questions and issues are resolved quickly and effectively. Ensure the team provides efficient and effective resolution of complex inquiries, explaining programs and policies, and supporting employees with their benefits requests. Assist with benefit and disability leave vendor claims, including following up on outstanding questions/research required to resolve an employee inquiry or troubleshoot an issue. Interact with HR professionals at all levels. Team Leadership and Development: Lead and manage a team of benefit and operations specialists, providing training, guidance, and support to ensure high performance and professional development. Conduct regular team meetings to review cases, discuss updates, and address challenges. Foster a culture of continuous improvement and professional growth within the team. Manage individual and overall team performance. Customer Support & Analytics: Collect and analyze data related to benefits programs questions, sharing data and reports with the center of expertise (COE) to drive potential program or process improvements. Monitor, report on, and complete all phases of case management related to workload, ensuring issues are coordinated, logged, tracked, and resolved in ServiceNow appropriately. Track and report on adherence to defined relevant Service Level Agreements. Demonstrate fairness, impartiality, and integrity in decision making. Service Excellence & Communication: Maintain open lines of communication with employees (requesters), teammates, Centers of Expertise (COEs), and the HR organization at large. Communicate with team members openly and transparently to maintain efficiency, resolve challenges, and socialize current progress. Regularly monitor tickets and queues, maintain adherence to SLAs, and ensure the team openly communicates with employees regarding the progress and status of requests through resolution. Develop trusting, credible relationships through demonstrated ethical judgment, behavior, and practiced confidentiality. Contribute to an inclusive environment by building and maintaining collaborative relationships with team members, peers, and leaders across the HR organization. Compliance and Continuous Improvement: Stay current with federal, state, and local employment and labor laws, as well as benefit program administration trends and best practices. Solicit feedback from managers, peers, and other employees, and work to continuously improve as a teammate and advisor. Share improvements to processes and procedures with the broader team. Represent University HR in workshops, presentations, new employee orientations, and one-on-one meetings with employees, retirees, faculty, and HR clients. Technical and Program Support: Act as a functional superuser in the customer support environment (e.g., Oracle HCM, ServiceNow, vendor websites). Escalate issues and refer to specialized benefits experts as needed. Support small-to-medium administrative projects and contribute to larger projects. Act as a resource and train team members on how to perform core duties. Provide input on process improvements, employee-facing communications, and web pages. Contribute to the knowledge foundation and documentation of processes and procedures. Participate in projects requiring technical expertise and creativity in analysis. Strategic Alignment: Understand the alignment between benefits and leave program administration and overall HR strategy. Demonstrate, through words, actions, and ideas, alignment with Stanford's Strategic Plan and the HR Organization's Strategic Plan. Other Duties: Perform other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time. Note: The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

MINIMUM REQUIREMENTS:

Education & Experience:

Bachelor's Degree and 7 years related experience in Human Resources, Benefits, Disability Leaves and Absence Management, Employee Customer Service, and 3 years management experience, or equivalent combination of education and experience.

Knowledge, Skills and Abilities: Experience directly related to disability leave and absence programs, and health, welfare, and retirement benefit programs. Strong analytical skills to identify trends and opportunities for improvement. Proficiency in HR technology systems and case management tools. Ability to deliver successful team performance using contemporary call and case management and knowledge base tools. Ability to generate regular reports on service center performance, including customer satisfaction metrics, to identify trends and inform decision-making. Ability to design and interpret reporting data using multiple applications and presenting data that serves the purpose for change, improvement and/or education. Strong, effective interpersonal skills and excellent customer service skills. Excellent written and verbal communication skills, with the ability to be both pleasant and professional. Exceptional communication and facilitation skills, successful navigation of a highly collaborative environment click apply for full job details