Benefits Service Center Team Lead

The Benefits Service Center Team Lead supports a variety of PPG business units in the key areas of health and welfare, pension, life insurance, disability, leave management and other benefits and services. The individual in this role provides direct supervision to the Benefits Service Center Specialists as they assist employees and retirees, facilitate issue resolution with key vendors, execute day-to-day job responsibilities and assist with department initiatives and projects.

Key Responsibilities

• Provide day-to-day guidance, direction and oversight to the US Benefits Specialists as well as a Team Lead and Benefit Specialists in Mexico. Coach, mentor, and develop staff. Provide formal performance reviews in accordance with PPG policies.

• Develop and monitor weekly schedules for the Benefits Service Center team to ensure adequate phone and processing coverage. Conduct monthly call reviews with each team member to ensure the delivery of quality service.

• Ensure exceptional service is always delivered to all customers in a timely and accurate manner. Provide consistent feedback to team members and identify any required training opportunities.

• Plan and allocate resources to effectively meet all deadlines and goals.

• Instill a culture that emphasizes quality, continuous improvement, development, and high performance.

• Communicate regularly with team members through team meetings, one-on-one meetings and regular interpersonal communication.

• Foster a spirit of teamwork and unity among team members that allows for diversity of thought as well as cohesiveness and supportiveness in the pursuit of individual and team success.

• Oversee data accuracy and administration of the Benefits Service Center systems, such as, WTW BenefitConnect, The Hartford Ability Advantage, Fidelity PSW, and many more.

• Oversee all day-to-day processes within the Benefits Service Center in regards to daily/weekly/monthly responsibilities, mailings and compliance notices.

• Develop and maintain complete and accurate Standard Operating Procedures documents for all processes utilized within the Benefits Service Center.

• Ensure all Benefits Service Center team members are adequately trained on all Standard Operating Procedures.

• Evaluate and revise internal processes to reduce costs and increase efficiency.

• Assist in the development of communication materials and tools to enhance understanding of the PPG's benefits package.

• Serve as the key day-to-day contact for outplacement services. Support all businesses as needed and manage all aspects of the administration of this service.

• Guide and lead the Operations aspects of Open Enrollment.

• Serve as the key contact for WTW administration. Activities include, but, not limited to, process flows, events processing, payroll/eligibility file issues, BenefitConnect and 1095s.

• Work with expatriates and repatriates to ensure full understanding of US benefits.

• Manage the eligibility group number structures for all carriers.

• Serve as the key contact for print vendor and supply inventory.

• Assist with special projects as requested and perform additional duties as required.

Qualifications

• BS/BA Degree in Human Resources, Business, or related; and minimum of 3+ years of experience.

• Knowledge of the U.S. and Canada benefits, including leaves and disability.

• Experience working with computer systems such as Oracle, Microsoft Suite, including advanced Excel knowledge and Workday.

De salarisschalen en overige arbeidsvoorwaarden van PPG kunnen per locatie verschillen, waardoor we medewerkers in verschillende geografische markten concurrerend kunnen belonen. PPG houdt bij het nemen van beloningsbeslissingen rekening met verschillende factoren, waaronder, maar niet beperkt tot, vaardigheden, ervaring en training, kwalificaties en opleiding, licentiestatus en certificeringen, en andere organisatorische behoeften. Er kunnen andere stimulansen van toepassing zijn.

Onze personeelsvoorzieningen zijn ontworpen om de gezondheid en het welzijn van onze medewerkers te ondersteunen. Eventuele verzekeringsdekkingen en -uitkeringen zijn in overeenstemming met de algemene voorwaarden van de toepasselijke regelingen en bijbehorende bedrijfsdocumenten.