DB Benefits Operations Manager

Â* Monitors Service Level Agreements (SLA) for service (IDG, Shared Service, Global Virtual Teams) in order to effectively manage the virtual team
Â* Identifies, plans, and manages process improvement projects to improve processing performance (e.g., to eliminate exception processing)
Â* Coaches BA on issue resolution techniques
Â* Assesses impact of any system defects to control damage/risk
Â* Collaborates with IDG to ensure smooth hand-offs from IDG to the ongoing processing team
Â* Develops ongoing processing documentation and trains the BA and others to ensure high quality
Â* Identifies potential issues, gathers relevant information, and works with client/third parties/BSM to resolve issues that arise after requirements definition period is signed off for clients in ongoing delivery
Â* Conducts training to the ongoing team; oversees and provides content for Benefits Center training for clients in ongoing delivery
Â* Reviews test plan to ensure all client requirements are covered and test plan is thorough for clients in ongoing delivery
Â* Updates Benefits Manual (with applicable input from BSM) for clients in ongoing delivery
Â* Interacts with the client on client facing participant issues as well as processing related issues
Â* Works (under the BSMs guidance) to document requirements for plan provisions, administrative events, data interfaces, and delivery channels for clients in ongoing delivery (including Enabler updates)

If role includes people management:
Â* Manages the team
Â* Leverages the talent/resources on the team to generate results
Â* Monitors associate performance to ensure that results are achieved in an effective/efficient way
Â* Conducts necessary performance management conversations with associates; uses tools and resources available to managers at Hewitt
Educates, reinforces, and holds associates accountable for behaviors that support Hewitt policies and guidelines (i.e., Code of Conduct, Data Privacy, etc.)
REQUIREMENTS
Education & Certifications
Â* Bachelor s degree or work experience required

Work Experience
Â* 1+ years of aligned service experience required
Â* 1+ years experience (and demonstrated competence, depth, and breadth) of complex processing experience
Â* 2+ years experience coaching and leveraging work through others
Â* Basic understanding of client plan provisions
Â* Basic understanding of regulatory and legislative knowledge
Â* Advanced knowledge of batch and online processing
Â* Basic Defined Benefits (DB), Health Management (HM), or Defined Contribution (DC) Plan Administration knowledge
Â* Intermediate knowledge of deployment discipline of System Development Life Cycle (SDLC)
Â* Basic understanding of Teamsite tool


Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.