Position Summary

Reporting to the Assistant Director in the Office of HR-Benefits, this position manages the delivery of excellent customer service related to benefit inquiries for employees, students, and retirees, while overseeing the daily operations of the HR Benefits Administration team. The incumbent will lead a team to ensure efficient and effective front-line service, address escalated benefits inquiries, and support continuous improvement initiatives. This role focuses on enhancing team performance, managing benefits-related communications, and ensuring the successful administration of benefits programs and processes.

This management position drives a culture of customer service excellence through continuous improvement, performance metrics, innovation, staff development, and operational efficiency. This involves using customer insights, design thinking, and best practices to develop effective strategies that lead to exceptional customer satisfaction and engagement for employees, retirees and members of the public who interact with the Office of Benefits via in-person visits, email communications, phone calls or via customer service-oriented events and information.

Human Resources has a firm commitment to serving the university with thoughtfulness and professionalism. The person in this position will support diversity, equity, inclusion, and belonging in every aspect and responsibility associated with the job.

This is an onsite position and is located at our East Lansing campus.

What you'll be doing:

• Customer Focus: Manage the delivery of exceptional customer service to a diverse population of employees, students, and retirees regarding a wide range of benefits-related inquiries, including health, dental, life insurance, flexible spending accounts, health savings accounts, and voluntary benefits. Oversee the daily operations of the HR Benefits Administration team, ensuring high-quality front-line service. Respond to escalated benefits-related questions and inquiries promptly and positively.
• Operational Responsibilities: Supervise a team of 7-10 staff members. Oversee solutions center systems and technologies, support process improvement initiatives, and lead projects within the team. Prepare work schedules to ensure adequate coverage and develop, measure, and report on key performance indicators.
• Develop Team Capabilities: Train and guide the HR Benefits Administration team with a focus on employee performance, metrics, team building, and development to enhance effectiveness. Coach team members through challenging customer service situations and evaluate performance annually or as needed. Plan, schedule, and lead team meetings, and handle the hiring, onboarding, and training of new staff.
• Communication and Collaboration: Assist in planning and overseeing the annual open enrollment period for employee and retiree health plans. Support year-round enrollment and waiver activities for the student health insurance plan. Help maintain and update content on the benefits website and communication portal for employee education. Conduct new hire orientations and participate in benefits events. Develop and facilitate training for employees, supervisors, and HR team members on benefits programs, policies, procedures, and best practices. Promote and support a culture of diversity, equity, and inclusion.

You will excel in this role if you have:

A bachelor's degree in human resources, business administration, or a related field, along with five years of progressively responsible HR experience or equivalent education and training

Supervisory experience

Knowledge of employee benefit, retirement, and leave program administration, as well as federal, state, and local laws and regulati