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ASSIST DIR, BENEFITS
Job Title: ASSIST DIR, BENEFITS
Job Code: 2735
FLSA: E
Job Level: 92
Revised Date: 10/01/2023
Job Family: JF 28
Occupational Summary
Responsible for ensuring high quality Benefits customer service through the effective management of all plan administration, communication, education and customer service activities which may include Tier III customer service activities and/or service activities to a specific department or division. This position will coordinate closely with all Benefit and Plan managers to ensure that the delivery (administration and customer service) is aligned with plan provisions and strategic intent. The position supervises the Tier III responses to customers and utilizes continuous process improvement and ensures the quality, accuracy and consistency of delivery for areas of responsibility. Position will also have significant project management responsibility such as leading the annual open enrollment project or as project manager for Duke's health plan. The position is also responsible for survey participation and coordination, analyzing results, and making recommendations regarding outcomes.
Work Performed
Manage the administration and communication of the plans in accordance with plan provisions, documentation, legal and regulatory requirements to ensure ongoing operational compliance.
Provide leadership and direction to the Benefits Administration and Communication Analysts, creating and communicating a vision that motivates them to pursue high standards of excellence.
Coordinate closely with the Assistant Director, HRIC to help ensure the quality of customer service provided. Measure and monitor the effectiveness of plan administration and customer service and make necessary adjustments; Identify and implement interventions that result in the continuous improvement of customer service. Provide coaching and counseling to ensure that customers receive the best possible service.
Assume dotted line responsibility for Tier II staff in HRIC, in particular for customer service and training needs.
Identify training needs and conduct sessions (in conjunction with Plan Managers and Associate Directors) to ensure knowledge of HRIC staff.
Develop and improve upon methods communicate benefits programs to all employees; Serve as lead content developer, leveraging expert knowledge from the Plan Managers and Associate Directors to ensure technical accuracy of communications; Provide strategic input on customer service delivery, e.g., out of the box thinking ongoing and specific to projects, i.e., during open enrollment.
Maintains subject matter expertise related to areas in which he/she is responsible and/or project manager and may also provide direct, complex plan management/assistance as requested by AVP or Associate Directors such as completing requests for proposals, contract negotiations, vendor management, complex issue resolution, review benefit plans for competitiveness and legal compliance, conduct and analyze surveys, and function as the applicable plan manager/associate director in his/her absence.
Mentor Benefits staff to ensure proper development of skills and competencies.
Perform other related duties incidental to the work described herein.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Required Qualifications at this Level
Education/Training
Work requires knowledge and skills normally acquired through completion of a bachelor's degree from an accredited institution preferably in Business Administration or a related field. Master's in Business Administration and completed CEBS is highly preferred.
Experience
Five to six years of progressively responsible employee benefits experience within a large, complex organization with at least two years serving in a senior role.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Skills
N/A
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
