Employee Services Manager, Operations

OneSource Virtual

1d•Remote

About The Position

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com. The Employee Services Manager is responsible for overseeing the operational processes that support HR and benefits administration services. This role ensures accurate, compliant, and efficient execution of daily workflows, service-level delivery, and regulatory requirements. The manager partners with service delivery teams and cross-functional departments to drive process improvements, automation opportunities, and audit readiness.

Requirements

Effective communication skills via telephone, email, and in-person
Must be willing to adapt and display positive attitude
Ability to work independently and as part of a team
Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace
Maintain punctuality and adherence to set schedule with extra hours as needed
Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues.
Analytical skills; strong research and follow up skills
Ability to multi-task
Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule with extra hours as needed; have solid research and follow-up skills
Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues
Strong process management and organizational skills
Analytical and data-driven decision-making capabilities
Ability to identify root causes, resolve complex issues, and implement sustainable solutions
Effective collaboration and communication across departments
Adaptability in a dynamic environment with shifting priorities
Detail-oriented with strong follow-through to ensure compliance and accuracy
5+ years of operational management or process-focused leadership experience.
Strong knowledge of employee benefits, COBRA, and related federal/regulatory requirements
Proficiency with Microsoft Office and HRIS/benefits administration platforms

Nice To Haves

Experience in process improvement methodologies (e.g., Lean, Six Sigma) preferred

Responsibilities

Own and manage operational processes across Benefits Administration, COBRA/Direct Bill, and related services
Oversee daily workflows to ensure compliance with service-level agreements (SLAs), quality standards, and regulatory requirements
Develop, implement, and monitor process documentation, controls, and standard operating procedures
Partner with audit and compliance teams to maintain control matrices and support reviews
Identify, evaluate, and implement process improvements, automation, and efficiency opportunities
Use data and metrics to monitor performance, identify trends, and escalate issues requiring leadership attention
Support new client implementations and ensure smooth integration into existing operations
Provide coaching, performance feedback, and professional development for direct reports
Facilitate training to ensure team members are proficient in processes and compliance standards
Contribute to annual cycle activities such as Open Enrollment planning and execution
Collaborate with other departments to align processes and advance organizational initiatives
Perform other operational duties as assigned by leadership