Operations Manager (Benefits) 026997 Full-time
Illinois-Lincolnshire United States
HR Outsourcing Services
Application link (Please apply directly online):
http://bit.ly/m22dIR
Description
Aon Hewitt is the global leader in human capital consulting and outsourcing solutions. The company partners with organizations to solve their most complex benefits, talent and related financial challenges, and improve business performance. Aon Hewitt designs, implements, communicates and administers a wide range of human capital, retirement, investment management, health care, compensation and talent management strategies. With more than 29,000 professionals in 90 countries, Aon Hewitt makes the world a better place to work for clients and their employees. For more information on Aon Hewitt, please visit www.aonhewitt.com.
The CDG OM (Client Delivery Group Operations Manager) has overall accountability for the Client Delivery Group operations performance, including meeting and exceeding client contractual performance standards and leadership scorecard operations measures. The OM is responsible for monitoring and improving standard operations practices within the CDG. In addition, the OM is responsible for the Benefits Operation Manager role for a client and manages the CDG's offshore efforts.
Responsibility Areas
Builds strong network with Business Operations Managers (BOM) in CDG; provides coaching and development of BOMs; and creates a culture of continuous improvement within CDG operations.
Integrates CDG operations resources with Customer Service resources to provide seamless participant resolution support with a focus on participant experience.
Implements standard operations practices within the CDG, including best practices, management tools, and dashboard measures.
Monitors standard operations practices for the CDG; adherence to best practices, proactive management of dashboard measures, CSG Scorecard improvement plans, and adjustments to CDG operations staffing.
Tracks and improves capacity and utilization of CDG Business Analyst resources.
Manages CDG Global sourcing efforts; leverage BOMs to effectively execute client-specific Global Sourcing plans.
Leverages BOMs to identify, plan, and manage process improvement projects to create year- over-year efficiencies in CDG operational workloads; provides process improvement ideas for broad adoption.
Serves as Benefits Operations Manager within the CDG.
If role includes people management:
Manages associates
Leverages the talent/resources on the team to generate results
Monitors associate performance to ensure that results are achieved in an effective/efficient way
Conducts necessary performance management conversations with associates; uses tools and resources available to managers at Hewitt
Educates, reinforces, and holds associates accountable for behaviors that support Hewitt policies and guidelines (e.g., Code of Conduct, Data Privacy).
Qualifications
Formal Education and Certification
Bachelor's degree or equivalent work experience required.
Knowledge and Experience
3+ years of experience (and demonstrated competence, depth, and breadth) of complex processing experience.
3+ years of experience coaching and leveraging work through others.
Technical Skills
Advanced knowledge of operational processing.
Advanced knowledge of Total Benefit Administration(TBA) and supporting systems or a comparable benefit delivery platform.
Intermediate understanding of organizational structure.
Basic understanding of financials, budgeting, and cost benefit analysis.
Intermediate coaching and feedback skills.
Six Sigma Lean certification (beneficial, not required).
Knowledge of internal policies, tools, and resources.
Personal Attributes
Able to exercise independent judgment and take action on it.
Proven analytical and creative problem-solving abilities.
Excellent listening, interpersonal, written, and oral communication skills.
Logical and efficient, with keen attention to detail.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks in time-sensitive situations.
Customer service orientation.
Ability to work in a team-oriented, collaborative environment.
Ability to work through others.
Ability to manage virtual and global teams.
Work Conditions
Occasional evening and weekend work to meet deadlines.
Frequent computer use at workstation up to 2 hours at a time or for extended periods of time.
Daily Contact with clients-whether directly aligned to project work or for developing the client relationship.
Mobility within the office including movement from floor to floor.
Access information using a computer and related components and peripherals.
Leading and participation in training sessions, presentations, and meetings.
Occasional travel may be required.
Work with global and virtual team members and clients may require flexible work hours.
All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon Hewitt, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon Hewitt's employment policies. You will be notified during the hiring process which checks are required by the position.
Aon Hewitt is an Equal Opportunity Employer Committed to Diversity, M/F/D/V
