<p>Benefits Service Delivery Manager</p> <p>Posted on March 13, 2025</p> <p>APPLY HERE</p> <p>The Universities of Wisconsin are a premier system of public higher education serving more than 164,000 students. Awarding nearly 37,000 degrees annually, the universities are Wisconsin's talent pipeline, putting graduates in position to increase their earning power, contribute to their communities, and make Wisconsin a better place to live. Through a constellation of 13 universities statewide, the Universities of Wisconsin are a tremendous academic, cultural, and economic resource for Wisconsin, the nation, and the world.</p> <p>The Universities of Wisconsin Administration assists in establishing policies, planning the programmatic financial and physical development of the Universities. UWSA supports the Universities in delivering transformative educational outcomes and research that expands the boundaries of knowledge. We work to extend the value of our universities beyond the boundaries of the campuses, seeking to enhance the quality of life for all in Wisconsin and beyond, in fulfillment of the Wisconsin Idea.</p> <p>The Service Operations team within UW-Shared Services exists to standardize processes, consolidate operations, and streamline administrative practices to provide high quality services while improving administrative efficiency and effectiveness. In addition to providing high quality services, Service Operations brings value to UW institutions by reducing administrative burden and cost, thereby allowing them to invest time and resources into activities which are more central to their mission.</p> <p>POSITION SUMMARY</p> <p>The Benefits Service Delivery team provides an array of benefit administration services for the Universities of Wisconsin based on the needs of each university. Services range from routine to on-demand assistance for employees and university administrators. This recruitment is open to all current internal Universities of WI Employees (system wide).</p> <p>The Benefits Service Delivery Manager works collaboratively with the UWSS Customer Success Team, all the UW Universities, UW's Workday Enterprise Support Team, and both internal and external compliance stakeholders to support current operations as well as lead the effort to build and enhance new work streams geared toward operational efficiency and automation of administrative services.</p> <p>MAJOR RESPONSIBILITIES</p> <ul> <li>Manages, and performs as may be needed, the daily operations of the Benefit Service Delivery team, and ensures the necessary resources and tools are available for quality customer service delivery </li></ul> <p>Examples Include:</p> <ul> <li>Application entry / enrollment management </li><li>Sick leave certification </li><li>Data review and validation </li><li>Issuance of COBRA notifications </li><li>Benefit billing </li><li>Defines and communicates customer service levels and standards and oversees the attainment and maintenance of those expectations </li><li>Manages resolution of customer inquiries escalated from the customer support team </li><li>Manages departmental improvements and efficiencies and monitor key process improvement measurements </li><li>Ensures an efficient training program is in place, which includes written documentation of processes necessary to be successful on the job </li><li>Reviews and monitors services to identify trends and problem areas, reporting on risks, key performance indicators and proposed corrective action or new approaches </li><li>Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked for approximately 12 full-time equivalent (FTE) employees </li></ul> <p>MINIMUM QUALIFICATIONS</p> <p>To be considered for this position, a candidate must have:</p> <ul> <li>At least four years leadership experience developing and supporting HR related operational processes (HR, Payroll or Benefits) </li><li>At least 1 year experience supervising employees and oversight of a department or operational area </li><li>Demonstrated experience in developing and monitoring operational metrics and service standards </li></ul> <p>PREFERRED QUALIFICATIONS</p> <p>Well qualified applicants will also have a substantial amount of experience in a combination of the following:</p> <ul> <li>Bachelor's degree or equivalent experience </li><li>Experience within a shared service or centralized processing unit </li><li>Experience in higher education or large complex organization </li></ul> <p>KNOWLEDGE, SKILLS, AND ABILITIES</p> <ul> <li>Ability to work collaboratively with others on common goals, projects, and tasks </li><li>Ability to use independent judgement and exercise discretion </li><li>Effective written and verbal communication skills </li><li>Excellent organizational skills </li><li>Skilled in the use of Microsoft Office products (Word, Excel, PowerPoint) </li></ul> <p>COMMITMENT TO INCLUSIVE EXCELLENCE</p> <p>Inclusive Excellence is a source of strength, creativity, and innovation for Universities of Wisconsin. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the Universities of Wisconsin community. We commit ourselves to the pursuit of excellence in teaching and learning, research, scholarship, creative activity, community service, and diversity as inextricably linked goals.</p> <p>Universities of Wisconsin fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who serve the State of Wisconsin and the public good.</p> <p>CONDITIONS OF EMPLOYMENT</p> <p>This offer of employment is conditional pending the results of a criminal background check and a reference check process that includes questions regarding employee misconduct, sexual violence and sexual harassment. If you have prior work history within the past 7 years with Universities of Wisconsin, your personnel file will also be reviewed for employee misconduct. If the results are unacceptable, the offer will be withdrawn or, if you have started employment, your employment will be terminated.</p> <p>Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e., a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of employer sponsorship) on or before the effective date of appointment.</p> <p>WORK LOCATION</p> <p>The office is located at 660 W Washington Ave. There is an in-office expectation of 3 days per week. The remaining days can be work from home/telecommuting. A telecommuting agreement form will need to be completed and approved. Telecommuting agreements are subject to change.</p> <p>COMPENSATION AND BENEFITS</p> <p>The Benefits Service Delivery Manager (Official Title: Business Operations Manager) is a Full-time, salaried (exempt), Academic Staff appointment. Well-qualified candidates can expect a starting annual salary within the range of $90,000 - $107,000 annual commensurate with the candidate's education, related experience, and qualifications.</p> <p>Universities of Wisconsin employees receive an excellent benefits package. To learn more about the benefits package, review the Faculty, Academic Staff & Limited Appointees Handbook. Please see this link for total compensation information: UW System Health & Retirement Contributions Estimator.</p> <p>APPLICATION INSTRUCTIONS</p> <p>This recruitment is open to all current internal Universities of WI Employees (system wide)</p> <p>To ensure full consideration, please submit application materials as soon as possible. Applicant screening will begin immediately and be ongoing through 11:59pm Thursday March 27th 2025. However, applications may be accepted until the position has been filled.</p> <ul> <li>Go to the UWSA Applicant Portal to submit your materials online and select the appropriate applicant portal, either External Applicants or Internal Applicants and click on the position title that you want to apply for. </li><li>Follow the onscreen instructions and be sure to include your salary expectations when asked in our applicant tracking system. In addition, please be sure to upload ALL THREE of the required documents: resume, cover letter, and references as PDF files. Failing to include any of these documents may disqualify your application. </li><li>Your cover letter must specifically address how your education and experience relate to the minimum and preferred qualifications. </li><li>Your reference page should include the names, addresses, email addresses, and phone numbers for three professional references with at least one being from a current or previous supervisor. </li></ul> <ol start="3"> <li>Submit your application. </li></ol> <p>SPECIAL NOTES:</p> <p>If you need to request an accommodation because of a disability, you can find information about how to make a request by contacting Kayla Baker, HR Generalist, at Kayla.Baker@uwss.wisconsin.edu.</p> <p>The Universities of Wisconsin will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. §. 19.36(7).</p> <p>Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran, and other bases as defined by federal regulations and UW System policies. We promote excellent through diversity and encourage all qualified individuals to apply.</p> <p>Questions may be addressed to: Kayla Baker, HR Generalist, at Kayla.Baker@uwss.wisconsin.edu.</p>