HR Service Center Benefits & Operations Manager

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.
• Ability to communicate complex benefits matters for understanding in layman's terms.
• Strong attention to detail and accuracy.
• Demonstrated experience with employee benefit programs and relevant laws and regulations, including medical, dental, vision, life and short- and long-term disability, COBRA, ERISA, cafeteria plans, etc.
• Proven ability to learn and apply general human resources policies using problem-solving skills.
• Ability to exercise discretion with confidential information and effectively handle highly sensitive and personal information with sound judgment, tact, and discretion.
• Demonstrated expertise using a HCM system and integrated time and/or outsourced leave system.
• Ability to influence and partner with senior leadership in implementing projects that have a wide-span of content and impact. 
• Proven vendor management experience.
• Experience as a team manager and mentoring junior employees.
• Strong proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Certifications and Licenses:

• SHRM-CP or PHR preferred.
• Certified Benefits Professional, Certified Employee Benefit Specialist, or Certified Disability and Absence Management Professional, or other similar certifications preferred

PHYSICAL REQUIREMENTS*:

• Frequently stand/walk, sit, perform desk-based computer tasks, and use a telephone.
• Occasionally write by hand, twist/bend/stoop/squat, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, lift/carry/push/pull objects that weigh up to 10 pounds, sort/file paperwork.
• Rarely kneel/crawl, operate foot and/or hand controls.

*Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

WORKING CONDITIONS:

• Occasional work on evenings and weekends.
• May work extended hours.

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.

The expected pay range for this position is $133,859 - $155,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow. We offer career development programs, tuition reimbursement, or course auditing. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
• A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
• A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
• Discovery and fun. Stroll through historic sculptures, trails, and museums.
• Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources at stanfordelr@stanford.edu. For all other inquiries, please submit a contact form.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.