Location Designation:Hybrid - 3 days per week
This position is hybrid - Tuesday - Thursday in the New York Office and Monday and Friday work from home.
Role Overview:
We are seeking an experienced HR Benefits Manager to support the effective delivery of high-quality benefits services to our employees and retirees. In this role, you will manage day-to-day benefits operations, oversee the performance of a large third-party benefits administrator, handle escalated cases, and drive improvements to enhance employee experience. This role requires a strategic and hands-on leader with a proven track record in benefits management, vendor relations, and service delivery excellence. You will work closely with the team leader to ensure service delivery standards are met and exceeded.
What You'll Do:
Service Excellence and Escalation Management
- Support the benefits service team in providing outstanding customer service to all employees
- Handle complex and escalated employee benefits inquiries and concerns with professionalism, empathy and clarity, working with internal stakeholders and the vendor to resolve issues promptly and effectively
- Serve as a point of escalation for team members and provide guidance on complex issues
- Develop and implement training to enhance team skills in customer service and benefits knowledge
- Foster a positive and collaborative team environment focused on service excellence
Process & Service Improvements
- Identify opportunities for process enhancements and implement solutions to streamline service delivery and improve employee satisfaction
- Collaborate with cross-functional teams to improve workflows, drive innovation, and ensure best-in-class service standards
- Support the team leader in managing day-to-day operations of the benefits service delivery team
- Analyze data and trends to proactively address potential service issues before they escalate
Vendor Management
- Manage vendor relationships to optimize service delivery quality and efficiency
- Oversee and manage the third-party benefits administrator, ensuring they meet agreed-upon service levels, metrics, and performance targets
- Conduct regular performance reviews with the vendor to address service gaps and foster ongoing improvements
- Monitor key performance indicators (KPIs) and ensure adherence to quality, efficiency, and timeliness standards in service delivery.
Main liaison between Benefits, NYL Third Party Risk Groups, and Technology
- Coordinate assessment reviews and audits
- Ensure compliance with any new requirements
- Coordinate any technology changes with TPA to ensure compliance with NYL Security and Third-Party Risk Management and Tech protocols
Benefit Administration
Oversee the following benefit efforts, ensure they are completed timely and accurately, and recommend improvements:
- Annual Enrollment testing and support
- Imputed Income for various benefits offered
- Reporting and filing of government regulations, including the W2 file and the 1095C file
- Administration of various executive life insurance plans
What You'll Bring:
- Bachelor's Degree; advanced degree or professional certifications in benefits or HR management a plus.
- 5+ years of experience in benefits administration, including managing third-party administrators and driving service improvements in a large organization with scale and complexity.
- Knowledge of Retirement benefit and Health and Welfare plans
- Strong project management, analytical and leadership skills
- Excellent customer service and communication skills
- Proficiency in HRIS, benefits management software and all Microsoft Office products
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Pay Transparency
Salary Range:$117,500-$145,000
Overtime eligible:Exempt
Discretionary bonus eligible:Yes
Sales bonus eligible:No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID:91015
