Manager of Benefit Services

University of Texas at Austin

2d • Hybrid

About The Position

The Manager of Benefits and Leave Services reports to the Director of HR Services and leads the daily operations of benefits and leave functions, ensuring efficient, compliant, and customer-focused service delivery. This role combines strong operational leadership with deep subject matter expertise to drive performance, optimize processes, and enhance the overall customer experience.

Requirements

• Bachelor’s degree in Human Resources, Business Administration, Public Administration, Higher Education Administration, or a related field.
• Five (5) years of progressive experience in operations management, customer service delivery, employee benefits administration, human resources, or a related field, preferably within a higher education, healthcare, public sector, or complex service-oriented environment.
• Two (2) years of supervisory, team leadership, or operational management experience with responsibility for staff coaching, performance management, workflow coordination, and employee development.
• Demonstrated experience managing customer-focused operations with strong communication, stakeholder management, process improvement, and data-driven decision-making skills, including the ability to manage multiple priorities in a fast-paced environment.
• Experience utilizing HRIS systems, case management platforms, reporting tools, or enterprise systems such as Workday, along with the ability to handle sensitive and confidential information with professionalism and discretion.
• Relevant education and experience may be substituted as appropriate.
• Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.
• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Nice To Haves

• Professional certification such as CEBS, PHR, SPHR, SHRM-CP, or SHRM-SCP.
• Experience working within a large public university, healthcare organization, state agency, or similarly complex organization with exposure to benefits administration, leave management, retirement programs, vendor management, or large-scale customer support operations.
• Experience supporting operational excellence initiatives, process improvement efforts, service delivery enhancements, or organizational transformation projects.
• Knowledge of Workday, university employment structures, academic appointments, and benefits eligibility rules for faculty, staff, and student employees preferred.
• Knowledge of employee benefits, leave administration, HR policies, or related operational functions preferred but not required.

Responsibilities

• Oversee day-to-day operations across benefits and leave management team
• Ensure accurate, timely, and compliant service delivery aligned with federal, state, and institutional requirements
• Serve as a senior subject matter expert in insurance, retirement, leave, WCI, and staff tuition assistance programs
• Manage workflows, workload distribution, and service standards to drive consistency and efficiency
• Leverage HRIS (e.g., Workday) and vendor systems to improve operational performance
• Represent the organization in university, system-wide, and vendor partner meetings
• Establish and model a high standard of customer service, emphasizing responsiveness, empathy, and professionalism
• Ensure complex and sensitive cases are handled effectively with clear communication and timely resolution
• Translate complex benefits information into clear, actionable guidance for various audiences
• Implement feedback mechanisms to capture customer insights and continuously improve service delivery
• Lead and support outreach efforts such as benefits fairs, orientations, and educational sessions
• Lead, coach, and develop a high-performing team, setting clear expectations and accountability standards
• Define and manage key performance indicators effectively
• Monitor performance through dashboards and reporting tools, using data to drive decisions and improvements
• Conduct performance evaluations, provide ongoing feedback, and support employee development
• Foster a culture of accountability, agility, and continuous improvement
• Collaborate on initiatives to streamline processes, reduce manual work, and improve scalability
• Help identify gaps and implement solutions to enhance efficiency and service quality
• Maintain standard operating procedures and documentation
• Promote a culture of continuous improvement and innovation
• Communicate effectively with team members, leadership, and stakeholders
• Build strong relationships across HR and campus partners
• Present insights, updates, and recommendations in a clear and actionable manner
• Perform other duties as assigned

Benefits

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
• Voluntary Vision, Dental, Life, and Disability insurance options
• Generous paid vacation, sick time, and holidays
• Teachers Retirement System of Texas, a defined benefit retirement plan, with employer matching funds
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Robust free training access through LinkedIn Learning plus professional conference opportunities
• Tuition assistance
• Expansive employee discount program including athletic tickets
• Free access to UT Austin's libraries and museums with staff ID card
• Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card

What This Job Offers

• Job Type: Full-time
• Career Level: Manager