Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
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The Associate Manager, has the responsibility of managing day-to-day activities of the Benefits Systems Consulting team, consisting of Specialty Support Representatives and Benefits Systems Consultants through mentoring people, monitoring processes, and ensuring technology is leveraged to exceed customer service level agreements (SLA) is required. This role will actively support process and technology initiatives that will improve the operational performance of the team while providing a great customer experience.
Primary/ Essential Duties and Key Responsibilities:
• Your main responsibility is to ensure that the day-to-day operations of the department are running smoothly and ensuring performance metrics like Timeliness, Quality, Productivity and other SLA's for the team are met
• Should be effectively able to manage performance of a team of 10 - 15 members
• Assist in the workload management and prioritization of day-to-day duties and projects
• Drive the establishment and refinement of the UKG Services and Support methodology and best practices
• Track and/or project management of various projects to ensure timeliness
• Attend and/or lead recurring service calls, business reviews, and project debrief for assigned customers
• Support managers and LT with automation and transformation projects supported by business
• Should be able to demonstrate ability to coach/mentor/guide the team
• Serve as first point of escalation for any issues that arise, including problems with customers, third parties, internal teams, and internal systems
• Monitor completion of requirements and provide leadership sign-off of processing and daily activities
• Communicate potential service issue or business issue to LT and draft/propose correction and mitigation plan
• You are expected to demonstrate how you foster relationships with internal stakeholders by establishing and maintaining exceptional business relationships and working collaboratively
• Problem solving, time management and priority setting skills
• Expected to demonstrate UKG core values
• Generate operational metrics to communicate and manage the performance of the production team
• Engage in hiring along with the manager
• Implement quality control measures effectively
Qualification:
• Overall, 8 - 10 years of work experience in Benefits related teams, with 3+ years of people management experience
• Working knowledge of employee life-cycle U.S. Benefits Administration, ACA, related regulations, ERISA guidelines, and HIPAA Compliance
• Ability to work US shifts
Preferred Qualifications/Skills:
• Technical experience with Benefit Administration Software and/or other HCM Benefits Administration technology solutions preferred
• ACA experience is a plus
• Strong background in customer service
• Must be proficient in Microsoft Office (Excel, Word, and PowerPoint)
• Industry level benefits certification will be a benefit
Interpersonal Skills:
• Excellent written and verbal communication skills
• Conflict resolution
• Excellent customer service skills
• Ability to handle multiple tasks under stringent timelines
• Highly motivated and team oriented
Education/Certification/License:
• Bachelor's Degree in Business, Accounting, Commerce, Computer Science or a related field or equivalent work experience will be considered
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com