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Role Description

The Employee Services Manager is responsible for overseeing the operational processes that support HR and benefits administration services. This role ensures accurate, compliant, and efficient execution of daily workflows, service-level delivery, and regulatory requirements. The manager partners with service delivery teams and cross-functional departments to drive process improvements, automation opportunities, and audit readiness.

• Own and manage operational processes across Benefits Administration, COBRA/Direct Bill, and related services
• Oversee daily workflows to ensure compliance with service-level agreements (SLAs), quality standards, and regulatory requirements
• Develop, implement, and monitor process documentation, controls, and standard operating procedures
• Partner with audit and compliance teams to maintain control matrices and support reviews
• Identify, evaluate, and implement process improvements, automation, and efficiency opportunities
• Use data and metrics to monitor performance, identify trends, and escalate issues requiring leadership attention
• Support new client implementations and ensure smooth integration into existing operations
• Provide coaching, performance feedback, and professional development for direct reports
• Facilitate training to ensure team members are proficient in processes and compliance standards
• Contribute to annual cycle activities such as Open Enrollment planning and execution
• Collaborate with other departments to align processes and advance organizational initiatives
• Perform other operational duties as assigned by leadership

Qualifications

• 5+ years of operational management or process-focused leadership experience
• Strong knowledge of employee benefits, COBRA, and related federal/regulatory requirements
• Proficiency with Microsoft Office and HRIS/benefits administration platforms
• Experience in process improvement methodologies (e.g., Lean, Six Sigma) preferred
• Bachelor's Degree

Requirements

• Effective communication skills via telephone, email, and in-person
• Must be willing to adapt and display a positive attitude
• Ability to work independently and as part of a team
• Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace
• Maintain punctuality and adherence to set schedule with extra hours as needed
• Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues
• Analytical skills; strong research and follow-up skills
• Ability to multi-task
• Strong process management and organizational skills
• Analytical and data-driven decision-making capabilities
• Ability to identify root causes, resolve complex issues, and implement sustainable solutions
• Effective collaboration and communication across departments
• Adaptability in a dynamic environment with shifting priorities
• Detail-oriented with strong follow-through to ensure compliance and accuracy

Benefits

• Encouragement to learn and share ideas
• Reward for innovative thinking, fresh perspectives, creative collaboration, and hard work
• Values-based culture
• Upward mobility and professional development opportunities