| Job Description: | The Benefits Customer Service Manager will oversee the day-to-day operations of the Benefits Customer Service team at the University of Florida. This role is responsible for ensuring excellent service delivery and providing support to employees regarding their benefits programs. The manager will supervise a team, handle escalated issues, and ensure the effective communication of benefits policies and procedures. This role also collaborates with various departments to ensure compliance with state and federal regulations while continuously improving the employee experience. Under the direction of the Associate Director, the incumbent is responsible for supervising the University Benefits Administration team. Key responsibilities include:
Monitoring daily processes, workloads, and quality control
Reviewing daily resource allocation needs
Advising the team on various training opportunities
Setting performance expectations
The incumbent provides oversight for the input, accuracy, and compliance of the comprehensive health and welfare program for university employees. They coach team members when errors occur, provide clear expectations and guidelines for job duties, and hold the team accountable for service standards.
Administers the day-to-day activities of the benefit programs for the University under the direction of the Associate Director. Benefit programs include state health, state life, university life, personal accident, long-term care, long-term disability, dental, hospital income, cancer, intensive care, short-term disability, and accident insurance, as well as pre-tax flexible reimbursement accounts and a pre-paid college program
Coordinates changes in benefit programs and needs with Finance & Accounting, Bridges, and the Division of Human Resources on campus, as well as People First (PF), the Division of State Group Insurance (DSGI), other state agencies, and outside vendors. Serves as a consultant to various university committees. These responsibilities inherently require emphasis on several areas, including:
1)Client Services: Interact with clients, PF management and staff, FBMC management and staff, DSGI, university and division staff, as well as other state agency staff and benefit vendors, in an expedient and effective manner to resolve problems and address various client and employee needs. Proactively take initiatives to collect and assess such needs, including coordination and follow-up evaluation of departmental visitations.
2)Management of Area: Take proactive steps to meet changing needs and demands. Forecast upcoming events; monitor processes, workloads, and quality controls; and initiate resource allocation strategies on a daily basis. Identify process efficiencies to improve team performance.
3)Employee Development: Develop, implement, and present various training and development programs for subordinates. Actively seek and recommend appropriate outside training opportunities to the Associate Director. Ensure staff maintain a working knowledge of the benefit programs available to employees.
4) Divisional Teamwork: Interact positively and supportively with the division management team and staff. Engage in cross-training and provide backup support for ongoing and special services and projects.
5)Project Response: Respond in a timely and thorough manner to projects assigned by the Director and Associate Director.
Security Administration- - Serve as Security Administrator for the PF Benefits system, the UF portal for Benefits security, and FBMC security. Coordinate and maintain PF and UF Portal access of divisional users with the Technical Resource staff from PF and UF Enterprise Systems. |
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