Mgr Service Ops Support

How you can make a difference

The Mgr Service Ops Support is responsible for the overall direction and management of assigned operational functions for the Operations Team. This includes planning, developing and managing aspects of the organization’s operations programs and processes. In unison with senior leadership, the manager will help create the strategic vision and goals fortheir teams.

What you27ll be doing

• Manages and carries out the personnel actions for direct reports, including but not limited to hiring and scheduling; training and evaluating; coaching and managing performance; making salary, merit, or othercompensation recommendations for team of direct reports; and making recommendations and/or taking corrective or disciplinary action as appropriate.
• Performs other duties as assigned or apparent.
• Handles or performs special projects as requested by senior leadership or clients that are appropriate based on knowledge, position and background.
• Work with communications, marketing, legal, compliance, product, finance, client and member services as needed to improve processes and tasks specific to departments managed.
• Participate in local associations and networking opportunities that allow the manager to stay abreast of industry trends, best practices, and other changes that may affect benefit operations.
• Ensures the security of operational areas ensuring that all documents or materials are protected according to department procedure while in house and during handoffs with vendors.
• Leads regular staff meetings to maintain a high and visible presence with the team, open lines of communication, and relay short and long-term goals. Communicates quality standards, operational processes, policies,procedures and review mechanisms.
• Works with division leadership, product, finance, vendor management, and directly with vendors to ensure that operational needs are being met, and that company procedures for purchase orders, receiving, invoice approval,expenses, and inventory levels are well managed.
• Regularly reviews the progress and quality level of services provided, ensuring that client and participant needs are addressed, decisions have been acted upon and problems have been resolved. Directs meetings wherenecessary to address escalated issues and resolve problem accounts. Provides weekly updates as well asmonthly summary reports to department leadership to show operational status and progress on initiatives.
• Maintains an awareness and currency within the employee benefits industry and the related regulatory environment to effectively manage consultation and benefits administration activities. This may requireparticipation with and maintenance of memberships with professional work groups; attending trainings, seminars,and other business-related conferences; and interfacing with peers.
• Implements and maintains operational controls throughout the department to ensure the security and confidentiality of client/participant information and records. This includes complying with applicable laws andregulations and reporting/acting upon any suspected unethical, fraudulent or unlawful acts or practices.
• Other duties as assigned

What you will need to be successful

Education and Experience:

• Knowledge of operations management or a closely related field as normally obtained through the completion of college or equivalent experience. Bachlors degree in business management or related preferred.
• The ability to effectively monitor, supervise and oversee day-to-day operations activities as described as normally obtained through 7+ years of experience with account management, financial management, project management,client services, and/or demonstrated success managing operations or other time critical service delivery functions ispreferred
• The ability to effectively lead team members, resources, and equipment which may include account enrollments, fulfillment or document processing. Experience is normally obtained through a minimum of 1 or more years of teamleadership experience.Specialized Knowledge, Skills, and Abilities:
• A knowledge and understanding of consumer directed benefits is essential. The ability to understand the regulatoryenvironment27s impact on the business and relate regulation changes to the business are also required.
• A strong customer service orientation and skills are essential.
• Excellent planning, time management and organizational skills are required. The ability to effectively handle multipleprojects using independent judgment and discretion is essential.
• Excellent problem-solving and coordination skills are necessary to work across internal organizations and drivequick resolution of issues.
• Excellent verbal and written communication skills and strong interpersonal skills are necessary to manage the teamas described and effectively meet goals and objectives through others.
• Good analytical skills and the ability to make effective judgments on available information are required. The ability to assess and resolve complex issues related to consulting services, benefits administration, and customer support isrequired.
• Incumbents must be attentive to details and have a strong math aptitude.
• Incumbents must have the ability to instigate and manage comprehensive policies, programs and initiatives as described.
• Manage document processing and must be well versed on technologies related to efficient data entry and OCR data capture.
• The ability to maintain the confidence of sensitive information is essential.
• The ability to work with people of diverse backgrounds and at all organizational levels is required. A professional demeanor is essential.Physical/Mental Requirements and Demands:
• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
• Must be able to use a telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation.
• Must be able to spend prolonged periods of each workday on the phone
• The ability to perform work at a computer station for 6-8+ hours a day and function in an environment with frequent interruptions is required.
• Must be able to lift and move material weighing up to 20 lbs
• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
• To help you succeed in your role and ensure member information stays protected, we require that you maintain a secure and stable work environment, i.e., safeguard client information, cameras on during work meetings, andprovide a current updated photo. This is a core value of our culture and an essential job function for each of us.Travel Requirements:

• Infrequent travel may be required

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education& tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity27s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.