$100K - $150K(Ladders Estimates)
Overall responsibility for leading and managing the production and customer support activities within the ACA Benefits Services team. This position is responsible for managing the people, processes and technology required to successfully complete the required production obligations timely and accurately. This position will be responsible for sponsoring technology initiatives to improve the operational performance of the team, the customer's experience, and the productivity of the team. Actively participate in the resolution of day to day issues that arise, including problems with customers, third parties, internal teams and our internal systems as needed.
Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's Best Places to Work in Technology for 2019 and #8 on the 100 Best Companies to Work For list in 2019. Ultimate is also ranked #1 on Fortune's 75 Best Workplaces for Women and #5 on its Best Workplaces for Diversity list.
Primary/Essential Duties and Key Responsibilities:
Develop strong relationships and alignment with our internal partners.
Ensure that all daily production requirements are completed each day with sufficient documentation to enable USG to defend its timeliness and accuracy with third parties without further contact from our customers.
Drive the establishment and refinement of the Ultimate Software Services process methodology and best practices
Oversee and manage Services functions:
Assist with the establishment of the ACA Services implementation methodology and best practices
Provide support for an identified group of UltiPro ACA Employer Services customers
Provides monthly and quarterly reports and notifications to customers to ensure compliance
Responsible for timely electronic filing for Year End ACA Filing on behalf of our customers
Support customer to ensure notices and appeals are appropriately researched and responded to in a timely fashion
Maintain the Ultimate Software internal support methodology and best practices
Other related production activities as required
Generate operational metrics to communicate and manage the performance of the production team
Facilitate the delivery of training as required by internal or external customers
Provide backup to team and after hours work, as necessary.
Performs interview process for new hires for roles within team.
Hires, fires and performs employee performance reviews
Builds and maintains strong peer relationships within the team and across the organization.
Escalate potential service issues to Senior Management.
Directs work within clear budgetary guidelines.
Defines standards and reusable approaches within the Services operational framework.
Train team members on new or enhanced operation procedures and policies.
Implement quality control measures.
Is accountable for on-going management of effective client service relationship in one area of the business as the main point of contact for senior client representatives.
Other duties may be assigned from time to time
(Knowledge, Skills and Abilities)
5+ years in a management role
5+ years of process/operational excellence experience
(Experience, Education, Certification, License and Training)
Bachelor degree in Business, Accounting, Computer Science or a related field or equivalent work experience will be considered
Excellent written and verbal communication skills
Excellent customer service skills
Ability to handle multiple tasks under tight deadlines
Highly motivated and team oriented
5-10+ years of payroll and/or services industry experience
Working knowledge of UltiPro is a plus
Must be proficient in Microsoft Office (Excel, Word, and PowerPoint)
Industry related certifications is desirable; i.e. Certified Payroll Professional (CPP), Certified Treasury Professional (CTP).
Valid Through: 2019-10-1