Sr. Manager - Benefits Operations

ADP•Alpharetta, GA

About The Position

ADP is hiring a Senior Manager to lead Benefits Operations associates responsible for developing, processing, and transmitting benefits enrollment and eligibility data files. The role focuses on transforming data for clients’ vendors to support successful benefits administration and supporting business migrations between tools, protocols, and standards established by ADP Product Development and the Global Security Organization. The manager provides direction, sets priorities and goals, ensures accurate and timely work, and builds partnerships that support client satisfaction. The role includes coaching and developing associates, addressing client escalations and complex requests, monitoring processes and outcomes, coordinating service with other ADP product areas, and recommending initiatives to automate or streamline work.

Requirements

Eight to ten years of related implementation, account management, or operational experience with benefits, human resources information systems, and/or system implementation.
Ability to manage complex client service involving multiple applications.
Proficiency in identifying, diagnosing, and resolving problems of varying complexity, prioritizing critical client issues, and identifying department needs.
Clear verbal and written communication skills.
Ability to develop and maintain effective working relationships.
Ability to coordinate the work of others to accomplish general objectives.
Ability to manage time and client conflict resolution.
A college degree is not required; military experience is also accepted as an alternative experience.

Nice To Haves

Prior experience with data transformation Extract, Transform, and Load (ETL) tools.
Management skills, including supervision and HR-related skills.
Proficiency in identifying, diagnosing, and resolving problems of varying complexity, prioritizing critical client issues, and identifying department needs.
Ability to manage complex client service involving multiple applications.
Ability to identify, diagnose, and resolve issues affecting Benefits Operations.
Ability to develop and maintain effective working relationships.
Ability to coordinate the work of others to accomplish general objectives.
Ability to manage time and client conflict resolution.

Responsibilities

Provide overall direction to the Benefits Operations team and prioritize critical issues.
Ensure work is completed accurately and to quality standards, scheduled deadlines, priorities, and goals.
Serve as a resource for associates and understand team responsibilities and individual development plans.
Participate in task forces, strategic initiatives, stretch assignments, and collaboration with internal teams; use broader business knowledge to make recommendations and decisions.
Set expectations, remove obstacles, motivate associates, provide continuous feedback and coaching, and coordinate additional training.
Support associate engagement, development, and results.
Engage with clients in day-to-day interactions and address escalated issues, obstacles, and complex requests.
Inspect processes, outputs, and timeframes; ensure action plans are in place and results are monitored and communicated.
Partner with counterparts across ADP product areas to coordinate client service, resolve support issues, and create best practices.
Set priorities, organize work, multitask, adapt to changing demands, and provide prompt follow-up.
Find solutions to time-sensitive issues, meet deadlines, and take initiative to achieve positive outcomes for clients and ADP.
Monitor team and client needs and recommend and launch initiatives to automate or streamline work.
Ensure successful development, processing, and transmission of benefits enrollment and eligibility data files.
Support business migrations between tools, protocols, and standards set by ADP Product Development and the Global Security Organization.