Sr. Benefits Manager, HR Service Center

As part of the Quest Diagnostics HR Service Center (HRSC), the Sr. Benefits Manager will lead the Benefits Team and manage all administrative activities related to Health & Welfare, 401(k), Absence and Employee Stock Purchase Plan (ESPP) in support of 50,000 Quest Diagnostics employees.

The majority of the HRSC team sits in the larger Tampa, FL area. Ideally, the Sr. Manager will reside in the Tampa area as well but the team will consider additional locations within the Southeast.

• Lead team of 4 supervisors and up to 15 specialists supporting:
  • multiple employee medical, dental and life insurance plans
  • $4B 401(k) retirement savings plan, two non-qualified executive deferral plans and employee stock purchase plan
  • leave of absence and time off programs, including FMLA, STD, LTD and workers’ compensation
• Provide expertise to direct reports and leaders on benefits-related issues, serving as the HRSC internal control point for these areas.
• Collaborate with the Centers of Excellence (CoE) for Employee Health Plans, Absence and Total Rewards to ensure consistent and compliant execution of HR strategy, and to partner on escalated issues of high risk or complexity.
• Serve as a key member of the HR Service Center management team. 
• Establish goals and direct workflow for all benefits tasks and projects and ensure department performance to meet Service Level Agreements (SLA) and attain department objectives and metrics.
• Responsible for analyzing metrics to identify trends as well as gaps in service to increase the effectiveness of the HRSC benefits team.
• Develop and maintain positive and effective internal and external working relationship between the HRSC and Quest Diagnostics employees, HR Business Partners (HRBP), Centers of Excellence (CoE) and vendors:
  • Work with HRSC Service Desk and Learning & Development teams, HRBPs and CoEs to identify additional training needs, service offerings or opportunities for improvement.
  • Partner closely with CoEs to ensure rollout and consistent application of functional changes impacting the service center, or on issues that relate to or require involvement of the service center team.
  • Serve as in-house SME for benefits operations and administrative issues.
• Maintain strong partnership with HRIT team to provide input as process owner for all benefits, absence and 401k system configuration. Provide input on planning and testing strategy for defect management, configuration updates and enhancements, regular patch testing and interface design.
• Support daily administration and project work for retirement savings plans, including approval for bi-weekly funding, year-end payroll activities and multiple plan and process audits.
• Manage Annual Enrollment activities, including coordination with CoEs on health and welfare changes, collaboration on system configuration, and employee communication and enrollment support.
• Support all benefits activities for mergers and acquisitions, including participation on project teams and coordination of both system and process needs to ensure a smooth transition.
• Partner closely with payroll leadership to ensure alignment on multiple processes that support benefit deductions and other pay-impacting processes.
• Oversee development and maintenance of process controls to include:
  • Consistent application of established process related to Benefits.
  • Documentation of all processes in SOPs and in HR Portal content.
  • Modify and/or develops new procedures and processes.
  • Oversee the preparation and maintenance of records, reports and metrics/data related to service center activities and functions.
  • Ensure compliance with all federal, state and local benefits and time off regulations.
• Maintain privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and Company policies and procedures.
• Manage hiring, training, coaching, development and performance management of benefits team.
• Work in conjunction with all CoE leaders to ensure consistent approach and application of employment policies and processes, investigation approach and performance management, including training and rollout to service center staff.
• Perform other duties and special projects as assigned.

Supervision Exercised:

• Manage a staff of exempt and non-exempt HRSC supervisors & specialists.

Education Preferred: 

• BA/BS Degree in human resources or a related field required
• SPHR and/or CEBS certification preferred

Work Experience:

• 7 - 10 years of experience in human resources required
• 5 - 7 years of experience with Employee Benefits required
• 5 - 7 years of experience in a leadership or supervisory role

Other:

• Demonstrated success in fostering a positive and productive work environment, with the ability to lead, build and motivate teams
• Ability to effectively interact with a diverse population at all levels within the organization
• Advanced interpersonal, verbal and written communication skills
• Excellent attention to detail, problem solving, organization and prioritization skills
• Ability to maintain composure in stressful situations
• Demonstrated experience in consistently driving achievement of quality and productivity standards
• Broad experience across all benefit plans (health & welfare, retirement, leave of absence, etc.)
• Advanced knowledge of applicable state and federal regulations (ERISA, FMLA, PPACA, HIPAA, etc.) 
• Ability to make independent decisions regarding moderate to complex problems
• Ability to prioritize, problem solve and apply critical thinking skills
• Apply advanced policy interpretation to develop solutions or determine appropriate escalation level
• Demonstrated ability to provide coaching and training in a collaborative manner
• Ability to drive adherence to established service center metrics
• Experience with HR systems, such as Oracle HCM Cloud, Applicant Tracking and HR Reporting
• Proficiency in Microsoft Office products (Excel, Word, Visio, PowerPoint, Teams)
• Ability to read, write and speak the English language, communicating clearly and effectively with callers
• Bilingual (English/Spanish) speaking and writing skills a plus

Key Competencies

• Business Acumen
• Managerial Courage
• Interpersonal Savvy
• Building Effective Teams
• Process Management
• Decision Quality
• Conflict Management
• Comfort Around Higher Management
• Directing Others
• Developing Direct Reports & Others
• Customer Focus

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.