Benefits Manager

We are seeking an experienced HR Benefits Manager to support the effective delivery of high-quality benefits services to our employees and retirees. In this role, you will manage day-to-day benefits operations, oversee the performance of a large third-party benefits administrator, handle escalated cases, and drive improvements to enhance employee experience. This role requires a strategic and hands-on leader with a proven track record in benefits management, vendor relations, and service delivery excellence. You will work closely with the team leader to ensure service delivery standards are met and exceeded.

What You'll Do:

Benefit Administration

Oversee the following benefit efforts, ensure they are completed timely and accurately, and recommend improvements:

• Annual Enrollment testing and support
• Imputed Income for various benefits offered
• Reporting and filing of government regulations, including the W2 file and the 1095C file
• Administration of various executive life insurance plans

Service Excellence and Escalation Management

• Support the benefits service team in providing outstanding customer service to all employees
• Handle complex and escalated employee benefits inquiries and concerns with professionalism, empathy and clarity, working with internal stakeholders and the vendor to resolve issues promptly and effectively
• Serve as a point of escalation for team members and provide guidance on complex issues
• Develop and implement training to enhance team skills in customer service and benefits knowledge
• Foster a positive and collaborative team environment focused on service excellence

Process & Service Improvements

• Identify opportunities for process enhancements and implement solutions to streamline service delivery and improve employee satisfaction
• Collaborate with cross-functional teams to improve workflows, drive innovation, and ensure best-in-class service standards
• Support the team leader in managing day-to-day operations of the benefits service delivery team
• Analyze data and trends to proactively address potential service issues before they escalate

Vendor Management

• Manage vendor relationships to optimize service delivery quality and efficiency

• Oversee and manage the third-party benefits administrator, ensuring they meet agreed-upon service levels, metrics, and performance targets
• Conduct regular performance reviews with the vendor to address service gaps and foster ongoing improvements
• Monitor key performance indicators (KPIs) and ensure adherence to quality, efficiency, and timeliness standards in service delivery.

Main liaison between Benefits, NYL Third Party Risk Groups, and Technology

• Coordinate assessment reviews and audits
• Ensure compliance with any new requirements
• Coordinate any technology changes with TPA to ensure compliance with NYL Security and Third-Party Risk Management and Tech protocols

What You'll Bring:

• Bachelor’s Degree; advanced degree or professional certifications in benefits or HR management a plus.
• 5+ years of experience in benefits administration, including managing third-party administrators and driving service improvements in   a large organization with scale and complexity. 
• Knowledge of Retirement benefit and Health and Welfare plans
• Strong project management, analytical and leadership skills
• Excellent customer service and communication skills
• Proficiency in HRIS, benefits management software and all Microsoft Office products