HRSSC - Benefits Administration Manager

Job Summary

Please note, this position is with the Office of the Chancellor at the PA State System of Higher Ed, not Kutztown University. KUHR is only providing HR administration for this search.This position will be primarily remote, but occasional travel required to the State System Offices in Harrisburg and State System University locations, so the successful candidate will be a resident of Pennsylvania.
This position reports to the Benefits Team Leader, Human Resources Shared Services Center (HRSCC) and supports the HRSSC’s Benefits Administration programs and related services. The HRSSC provides a select portfolio of HR services and support to PennWest and Commonwealth universities, with the potential to provide select services to other State System universities in the future. The services include Payroll, Benefits, Workers Compensation, Leave Administration and Organizational Position Management. The HRSSC is a customer focused organization that leverages business process automation and reengineering expertise to improve the quality, efficiency, cost and overall customer satisfaction of HR services. This position plays a critical role in ensuring customer inquiries are resolved in a way that demonstrates HRSSC’s commitment to improved customer experience. This position requires demonstrated experience providing HR services to a large, diverse customer base, knowledge of benefits admin. processes and related policies, and strong business process improvement, customer service and communication skills.

Minimum Qualifications

• 3+ years of customer service experience
• 3+ years of HR related experience

Required Knowledge, Skills and Abilities:

• Knowledge of HR systems, services, processes, and policies.
• Ability to engage effectively with a broad, diverse group of customers in a fast-paced environment.
• Ability to leverage customer relationship management tools to enhance operational efficiency and improve customer satisfaction.
• Ability to communicate effectively with employees, colleagues, leadership, and the public.
• Ability to identify problems and recognize appropriate solutions as a result of the analysis of data.
• Ability to apply and adapt established procedures to the situation at hand.
• Ability to read, write, and communicate in English.

Preferred Qualifications

• 5+ years of experience in an HR role with Benefits Admin. responsibilities
• Experience in a shared services organization that leverages ServiceNow or other similar customer relationship management technology
• Bachelor’s Degree in a related discipline

Preferred Knowledge, Skills and Abilities:

• Experience working within a collective bargaining environment.
• Experience working in a shared services organization and\or service delivery model.
• Knowledge of customer relationship management tools, functionality, and leading practices for customer service.
• Experience working in a tier 2, HR specialist role with responsibilities for Benefits Admin. services.
• Experience developing knowledge management and other tier 1 \ self-service content.
• Knowledge of basic strategies and methodology for shared services delivery, customer service, and continuous process improvement.
• Extensive knowledge of Benefits Admin. policies, procedures and related processes.
• Knowledge of current performance management leading practices and methodology for developing key performance indicators as part of a shared services delivery model.
• Knowledge of Lean Six Sigma or other leading practice methodology for business process improvement.
• Demonstrated ability to provide excellent customer service to a large and diverse group of customers.
• Demonstrated ability to design and implement strategies for capturing customer feedback and incorporating feedback into operations.
• Demonstrated ability to effectively redesign administrative processes to improve efficiency and customer satisfaction

Supplemental Information

Please note, this position is with the Office of the Chancellor at the PA State System of Higher Ed, not Kutztown University. KUHR is only providing HR administration for this search.
Application materials should be received no later than close of day April 21, 2024
The salary range for this position is commensurate with skills and experience.
All applications for this position must be submitted via our online application/resume system ONLY. Please do not fax, mail, or e-mail any documentation.
Successful interview, reference checks, background clearances (PA Criminal, Child Abuse Clearance & FBI Clearance), and demonstration of ability are requisite qualifications for all positions.
PASSHE is very interested in hiring employees who have had extensive experience with diverse populations.
We are an AA/EOE/member of the PA State System of Higher Education and actively solicit applications from women and minority candidates.
Non-Discrimination Statement
PASSHE does not discriminate in employment or educational opportunities on the basis of sex, race, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity, or veteran status. To discuss a complaint of discrimination, please contact the University's Title IX Coordinator located in the Office of Social Equity, Old Main A-Wing, Room 02, by phone at 610-683-4700 or by e-mail at pena@kutztown.edu or the Office for Civil Rights located in the Lyndon Baines Johnson Department of Education Bldg., 400 Maryland Avenue, SW, Washington, DC 20202-1100, by phone at 800-421-3481 (TDD: 800-877-8339), by fax at 202-453-6012, or by e-mail at OCR@ed.gov