HR Assistance Supervisor

Overview

Responsibilities

• Responsible for organizing, assigning, monitoring, and maintaining incoming work to the HRA staff, which consists of service requests for active and retired employees of the company related to items such as processing HR and benefits transactions, maintaining eligibility data, and resolving claim issues with benefits carriers, ensuring deadlines, turnaround, and quality standards are achieved.
• Actively monitors and conducts quality control reviews of transactions, calls, and correspondence to determine appropriate processes and procedures are followed, ensuring accuracy, quality, timeliness, responsiveness, and compliance with company policies and legal requirements. Uses data to improve operations, work practices and administrative processes for Human Resources.
• Provides feedback, coaching, counseling and mentoring, ensuring team members understand and comply with all operational objectives, processing goals, performance standards, and internal policies as well as guidance on procedures and problem resolution, and taking corrective action if necessary.
• Demonstrates a friendly professional demeanor, exhibiting positivity and confidence when interacting with all levels of management and union personnel.
• Approaches tasks with the objective of improving customer service, achieving greater levels of efficiency, reducing operational costs, and providing a best-in-class experience.
• Maintains organized, concise, and up-to-date standard operating procedures and workflows reflecting HR policies and benefit plans and other departmental tasks and oversees appropriate cross-training of direct reports to ensure functions/tasks are handled properly and to provide adequate contingency coverage of specialty tasks.
• Demonstrates the ability to maintain an upbeat and energetic approach while handling multiple assignments and changing priorities.
• Maintains high housekeeping standards in the HRA work areas and file room facilities, ensuring protection of personally identifiable information (PII) and confidentiality of employee data and documents.
• Has the ability to work through sensitive confidential issues.
• Uses collaborative relationships, critical thinking skills, and systems knowledge to analyze and recommend redesign of workflows within the HRA team and between the HRA and other departments to optimize and automate end-to-end processes. Identifies root causes of recurring problems and streamlines/strengthens business processes.
• Supports efforts to implement reengineered processes and business process improvements and monitors the effectiveness of changes to ensure desired results are achieved.
• Communicates relevant information to peers and direct reports in a timely manner, ensuring all team members understand the operational impact of changes to processes, systems and/or personnel.
• Works with carrier representatives to resolve member claims and eligibility issues.
• Prepares and presents oral and written reports and responds to requests for information.
• Provides key support to execute recurring annual activities, such as open enrollment and wage increases.
• Serves as a back-up for overseeing staff and performing tasks when other HRA management team members are unavailable or out of the office.
• This position will be responsible for supervising and managing a team of 0-10 Union employees, ensuring efficient operations and fostering a positive work environment.
• Perform other related tasks and assignments as required.
• Perform storm emergency assignment when needed.

Qualifications

• High School Diploma/GED and 5 years work experience or
• Bachelor's Degree and 3 years work experience

• Bachelor's Degree and 3 years work experience

• Less than 2 years Supervisory experience Required
• 2 years Proven leadership qualities/skills and the ability to coach, motivate and develop people. Required
• Communication (oral, written), interpersonal and presentation skills. Required
• Proficiency in Microsoft Office (word, Excel, PowerPoint). Required
• Proficiency with technology, especially computers, software applications, and phone systems. Required
• Strong organizational, decision-making and analytical skills with attention to detail and a solid teamwork orientation. Required
• Demonstrated experience handling sensitive and confidential information in a discrete and professional manner. Required
• Experience with HR Information Systems e.g. Oracle HCM Cloud, PeopleSoft HR/Payroll, EPIC, Career Connect, E-record. Preferred
• Experience working in a customer service environment. Preferred
• Experience with a unionized workforce. Preferred

• Driver's License Required

• Must sit or stand to answer a phone for entire shift
• Must sit or stand to use a keyboard, mouse, and computer for entire shift

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
• Must be able to willing to travel within Company service territory, as needed.