Manager, Employer Services Unit

Responsibilities

• Responsible for the key interactions with the Employers’ Human Resources, Payroll, Finance and Benefits Departments, and vendors contracted by the employer to provide payroll and leave processing services
• Lead the daily operations of the Employer Self Service Portal Specialist team working with the Employer Self Service Portal application, email, Service Now, and phone inquiries, training, on boarding re-training and issue resolution
• Ensure that all data received through the Portal is properly loaded. including payrolls, adjustments, spousal data and other pertinent data
• Prepare daily, weekly, monthly, quarterly, and annual statistical reports on Portal activity and payroll processing
• Identify ongoing development needs due to organizational improvements and regulatory change
• Work in conjunction with the Employment Event Manager and Contracts/Compliance Manager to ensure all areas are meeting quality standards
• Support Employer Portal V3locity data migration, quality assurance and ongoing testing. Identify operational and compliance issues; working with all Employer Services Unit areas, Information Technology (IT), Finance, and other departments to take corrective action and resolve testing issues and other related findings timely
• Ensure electronic reports loaded through the Employer Portal are correctly processed through to V3, address
• Employer concerns regarding Portal formatting, user administration
• Identify ongoing development needs due to organizational improvements and regulatory changes
• Manage utilization and compliance reports utilizing Service Now, On-Demand Reporting and Qlikview prepared by the Compliance and Contracts Analyst, generate and track utilization using On-Demand Reporting
• Develop reports to ensure that all activity flowing from the Employer Portal into V3 is properly monitored, including identifying errors requiring corrective action, reviewing team productivity, preparing statistical reports, and documenting compliance issues
• Train and retrain employees, external and internal Employer Portal users, and staff as needed; provide ongoing structured training based on updates and changes to processes and software; Train, coach and mentor staff
• Coordinate with Finance and Collections to review and respond to Employer Portal payment issues/questions; follow up with employers regarding returned payments and issues related to the Chase payment Portal
• Ensure that inquiries received through the Employer Services email, Service Now, Employer Hotline and the Employer Portal are addressed and monitored for productivity and quality
• Perform additional duties and projects assigned by management

Qualifications

• Bachelor’s Degree in Accounting, Business or Finance or equivalent years of work experience required
• Minimum of five (5) years relevant experience to include two (2) years supervisory experience and a minimum of one (1) year database management required
• Knowledge of Taft-Hartley Funds preferred
• Prior experience with payroll procedures and formatting a plus
• Knowledge of the Employer Portal functionality, processes, and integration into V3
• Knowledge of the V3 system, Microsoft Office, Access and Fund policies and procedures
• Knowledge of contract review and rate structure