Summary/Objective
Sr. Manager is directly responsible for managing the ERP Team and ensuring that Benefit Harbor exceeds expectations by supporting ERP clients with their carrier file integrations. The Sr. Manager will report to the Vice President, ERP Operations and is responsible for leading, training, and developing a team of Client Service & Activation Leads, EDI Analysts, Integration Support Admins, as well as the implementation and ongoing administration for a small book of clients. This includes setting an example for team members in regard to initial plan documentation, project management, and day-to-day operations. The Sr. Manager will work closely with EDI teams, System Administration teams, and Management to research and resolve issues and dissolve escalations, both, internally and externally.
Essential Duties and Responsibilities include, but are not limited to:
· Serve as the primary point of contact for Client Service & Activation Leads, helping to resolve internal and external escalations through resolution.
· Train, lead, mentor and manage Client Service & Activation Leads, EDI Analysts, and Admin support team in the execution of day-to-day operations.
· Maintain knowledge of current Benefit Harbor/BHAI technical and business policies, procedures, and system functionality.
· Provide and develop training opportunities for the ERP Team.
· Consistently understand and focus on the Benefit Harbor ‘big picture’ and company-wide goals when making decisions.
· Monitor progress of Client Service & Activation Leads, Integration Support Administrators, Auditors, and EDI Analysts as they work through initial system and renewal builds, including administrative sites, self-service (Benefits Center) and EDI Files.
· Help develop, document and execute processes and process improvements necessary to help the ERP team in meeting all deliverables presented in the scope of service.
· Communicate clearly and concisely with internal and external stakeholders at all levels.
· Support internal and external calls, lead by Client Service & Activation Leads as a primary escalation point.
· Present, demonstrate, and train both internal and external stakeholders on implementation timelines and file implementation procedures.
· Lead quality assurance efforts by reviewing requirements documents for system build and implementations for your team’s book of business.
· Manage and forecast team resources and maintain a clear process to grow and manage the ERP team.
· Work directly with ERP partners, clients, carriers, and brokers to confirm benefit plan details and rules for system functionality for your book business.
· Oversee file testing, track and monitor changes, and present finalized product to client and brokers for your book of business and ensure that Client Service & Activation Leads are doing the same.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Required Qualifications
- General Knowledge, Experience, Technical, and Problem-Solving Skills
o Strong knowledge of Microsoft Office
o Must be proficient in Excel (VLOOKUP, Basic Functionality)
o Must have health and welfare knowledge
o Strong analytical skill-set and ability to use data to define and resolve issues
· Communication Proficiency:
o Strong Written and Verbal Communication Skills with the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions
o Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections
o Demonstrated ability to provide superior Customer Service
o Present solutions in a well-organized and clear fashion
o Must possess strong follow up and follow through skills with sense of urgency and attention
o Experience in working collaboratively and building teams
o Strong work ethic and self-starter, able to effectively manage multiple clients and adapt to change within a fast-paced high intensity business setting
o Must possess integrity, reliability, responsibility, strong organization skills and high attention to detail.
Other Details
Minimum Required Qualifications
o Bachelor’s degree or related experience in business, preferably in Client Service Management
o 10+ years demonstrated management experience with complex projects in the benefits industry (preferably Health & Welfare), or other related experience
Work Environment
· The work is typically performed in a normal office environment on site at Benefit Harbor. Some travel and extended hours may be required.
Suggested Schedule
This is a full-time exempt position. General hours of operation are Monday through Friday between the hours of 8 am to 5 pm with some flexibility to support clients throughout the continental US. Occasional evening or weekend hours may be required during peak periods.
Pay: Up to $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Retirement plan
- Vision insurance
Work Location: Remote
