Manager, TPA Support

Paylocity • Meridian, MS

169d • $79,000 - $120,000 • Onsite

About The Position

The Manager, TPA Support leads their team to ensure a successful ongoing client experience. The manager is responsible for providing leadership and support to their leaders and employees through effective performance management and guidance. In addition, the manager will ensure client and/or consumer needs are met on time with high quality with strong day-to-day operational ownership of the business. Teams responsible for may include client and/or consumer-facing associates. This role is hands-on requiring involvement in all stages of the client/consumer experience processes, including partnering with internal teams and external customers to understand the 'voice of the customer' and 'voice of the employee'; managing escalated clients' concerns and translating into the right process improvement efforts to resolve requests and prevent future issues with high-quality that meet/exceed client and employee needs.

Requirements

• Minimum 5 years in an operational management role preferred.
• Previous experience leading leaders a plus.
• Bachelor's degree or equivalent experience in an operations focused role required.
• Experience developing, implementing and managing control/auditing processes is required.
• Experience with setup and management of Tax Advantaged Plans (FSA, HSA, HRA, Commuter) and/or COBRA and/or Benefits Administration experience strongly preferred.
• Experience managing employees working on both task oriented and project driven tasks a strong plus.
• Experience managing tasks in a matrix project management environment is a strong plus.
• Experience developing and driving adoption of cross departmental processes preferred.
• Experience working with payroll and/or HR data a huge plus!

Responsibilities

• Effectively lead, manage, oversee the day-to-day operations of the Spending Accounts and COBRA support area in partnership with peers and team.
• Support the development and rollout of change initiatives.
• Work with all areas across the organization to analyze key business processes and identify areas for improvement within the department.
• Develop and implement business process improvements.
• Work with Management to streamline and create consistent processes across teams.
• Partner with other teams, compliance partners and legal team to help support Spending Account and COBRA compliance.
• Work with other departments such as Customer Service and Implementation to ensure a consistent support model is utilized across the business, increasing customer and AM satisfaction.
• Manage all aspects of key business programs and processes (project prioritization, program approach, requirements generation, project timelines, planning and communication, scope and change management and training, implementation, etc.).
• Manage the call and email/case support queues effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs) coupled with quality outcomes.
• Streamline processes and workflows to improve efficiency and effectiveness in handling support requests.
• Develop and consistently report on key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance.
• May manage support/programs for Large Client segmentation.
• Develop and motivate team members to reach departmental and company goals.
• Recruit, hire, and develop onboarding plans to successfully onboard new team members as needed.
• Develop and execute an ongoing learning/development plan for existing team members which includes Career Pathing.
• Hold regularly scheduled one-on-ones with assigned team.
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative 'win-win' approach.
• Maintain relationships and collaborate with key internal business partners to create the best customer experience.

Benefits

• Medical, dental, vision, life, disability insurance.
• 401(k) match.
• Career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree