Manager, Benefits Operations

About the role

The Metropolitan Transportation Authority (MTA) is seeking a Manager, Benefit Operations. This position is eligible for teleworking one day per week and is open until filled. The MTA is a large transportation network serving a population of 15.3 million people.

Responsibilities

• Manage team’s performance, staffing levels, competencies, workload, and schedules to deliver timely, quality customer service.
• Track and report the status of work for the team within Siebel, UCM, and JobVite.
• Ensure compliance with MTA and departmental policies, practices, and procedures while driving towards the long-term MTA/departmental vision.
• Manage internal and external client relationships and provide effective service and support as needed.
• Conduct evaluation and triage of issues for the root cause(s) and take corrective action as appropriate.
• Partner with BSC IT, HRIS, and Benefits Administration teams to execute technology/application updates and contractually negotiated benefit changes.
• Achieve operational objectives by contributing subject-matter expertise and strategic recommendations.
• Prepare and complete action plans that implement productivity, quality, and customer-service standards towards the goal of resolving client problems.
• Support departmental projects and initiatives through requirements gathering, testing, evaluating functional and system configurations, team sensitization and training, and post-production/implementation assistance.
• Maintain quality of assignments and service delivery against agreed-to Service Level Agreements (SLA) and Key Performance Indicator (KPI) targets.

Requirements

• Possess intermediate knowledge in PeopleSoft HCM module(s) with the ability to become proficient in additional module(s).
• Strong interpersonal skills with the ability to work with a diverse stakeholder and customer population.
• Ability to troubleshoot benefits-related technical issues and communicate needs as necessary.
• Strong oral and written communication skills.
• Strong attention to detail.
• Demonstrated ability to handle sensitive situations, maintain a high level of confidentiality, work independently, and take initiative.
• Strong working knowledge of Microsoft Office Suite (MS Excel, Access, etc.).

Talent Management

• Manage talent in the team, including performance, staffing levels, and competencies.
• Select, develop, and motivate team members within the department, providing career development for team members as needed.
• Monitor performance and provide prompt and effective coaching and counseling; responsible for reviewing the overall performance of staff.
• Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.

Preferred

• Familiarity with performance metrics and ability to meet identified targets.
• Working knowledge of service request management tools.
• Experience in designing and implementing human capital management or related human resources database module(s).
• Center of Excellence/Shared Services experience.