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

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 Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications:

No specific certification is required for this position.

Work Experience:

Various Types Of Employee Benefits/Human Resources (5 Years)

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:

Master's degree

Certifications:

Certified Employee Benefit Specialist (CEBS) - International Foundation of Employee Benefit Plans, Certified Professional (SHRM-CP) - Society for Human Resource Management

Work Experience:

Hr Service Delivery Team Management (2 Years)

Skills:

Benefits Administration, Benefit Systems, Constructive Feedback, Deadline Management, Detail-Oriented, Employee Compensation and Benefits, High Accuracy, High Reliability, Interpersonal Communication, Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Multitasking, Oral Communications, Positive Thinking, Relationship Building, Self Motivation, Service Oriented, Shared Services Operations, Team Collaboration, Vendor Management, Work Attitudes, Workday Benefits, Working Independently, Written Communication

Grade

G13

Salary Range

$65,900.00 - $112,700.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Take advantage of our free Metro transit U-Pass for eligible employees.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Washington University is dedicated to building a community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.