Team Lead, Insurance Benefits

Justworks•New York, NY

9d•$97,000 - $106,700•Hybrid

About The Position

The Team Lead will support customer requests related to Justworks’ Ancillary benefits, ensuring the team is supported through ongoing training and assistance with complex issues. They will work closely with the Benefit Operations Manager to highlight trends and opportunities for process improvements. This position will be responsible for ensuring the day-to-day productivity and support of a number of different processes related to benefit operations. The Team Lead will work closely with Sales, Customer Support, Engineering, and Legal teams at Justworks. The ideal candidate will have a desire to help others, a curiosity to learn, and an interest in supporting and mentoring others.

Requirements

5 years experience in an operations role
Extremely detailed-oriented with great time management skills
Strong analytical, written and verbal communication skills
Experience working in a fast-paced, data-driven environment
Experience working cross-functionally
Experience in Partnership management
Experience with Jira and Confluence or similar software
Ability to work both independently and as a team
Advanced knowledge of life, disability, dental, or vision benefits required

Nice To Haves

Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
Ethical practice - the ability to integrate core values, integrity and accountability throughout all organizational and business practices.
Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.

Responsibilities

Oversee day-to-day team benefits operations including: Leading recurring stand-ups, Assigning out and tracking incoming and outgoing ticket metrics and SLA adherence, Periodically checking ticket responses to ensure continuity of processing, Answering/taking on ad hoc emails and escalated tickets as needed, Consistently evaluate current processes and create new policies surrounding servicing guidelines, Track and maintain external and internal partner SLAs, Ownership over internal tickets and emails, Monitor and report ticket statuses, SLA issues and other KPIs on a weekly, monthly and quarterly basis, Resolve associate inquiries or escalations for ticket and email-based responsibilities
Ownership over team members Learning and Development: Maintaining and improving reference and training materials, Identifying trends and providing additional training when necessary, Manage new hire onboarding and training schedules
Lead partner calls including relaying weekly operational issues, feedback, and questions
Triage incoming issues/inquiries to identify need for Prod/Eng/Legal intervention and escalate accordingly
Develop creative solutions for new issues using available resources and systems
Develop coaching relationships with team members through regular check-ins
Develop and maintain productive and collaborative relationships with internal teams like CSO or Sales