Employee Services Manager, Operations

📋 Description

• • As the Employee Services Manager, Operations at OneSource Virtual (OSV), you will be at the forefront of ensuring the seamless and compliant delivery of critical HR and benefits administration services. OSV, a leader in Business-Process-as-a-Service (BPaaS) solutions for Workday, empowers over 1,000 customers to transform their HR, payroll, and finance operations. In this pivotal role, you will own and manage the intricate operational processes that underpin our benefits administration, COBRA/Direct Bill, and associated services, guaranteeing accuracy, efficiency, and adherence to the highest quality and regulatory standards.
• • Your primary responsibility will be to meticulously oversee daily workflows, ensuring they not only meet but exceed established service-level agreements (SLAs). This involves developing, implementing, and rigorously monitoring comprehensive process documentation, robust internal controls, and clear standard operating procedures (SOPs). You will be the guardian of our operational integrity, working closely with audit and compliance teams to maintain control matrices and actively support reviews, ensuring OSV remains at the cutting edge of regulatory adherence.
• • A key aspect of this role is driving continuous improvement. You will be tasked with identifying, evaluating, and implementing innovative process improvements and automation opportunities. By leveraging data and key performance metrics, you will monitor operational performance, pinpoint emerging trends, and proactively escalate any issues that require leadership attention. Your analytical prowess will be instrumental in optimizing our service delivery and enhancing overall operational efficiency.
• • You will play a crucial role in the onboarding of new clients, ensuring their smooth integration into OSV’s operational framework. This requires a deep understanding of our service delivery capabilities and the ability to collaborate effectively with implementation teams.
• • Beyond process management, you will be a leader and mentor to your direct reports. This includes providing consistent coaching, constructive performance feedback, and fostering an environment of professional development. You will facilitate essential training to ensure your team members are not only proficient in current processes but also fully understand and adhere to compliance standards.
• • Your contributions will extend to critical annual cycles, such as the planning and execution of Open Enrollment, a period demanding meticulous attention to detail and seamless coordination. You will also collaborate extensively with other departments, fostering strong cross-functional relationships to align processes and champion organizational initiatives, ensuring a cohesive and unified approach to service delivery.
• • This role demands a proactive and adaptable mindset, capable of thriving in a fast-paced, demanding environment. You will manage sensitive and confidential information with the utmost discretion and professionalism. Your ability to multi-task effectively, coupled with strong research and follow-up skills, will be essential for success. You will embody and promote team spirit, demonstrating outstanding interpersonal skills and maintaining a professional demeanor at all times. Punctuality and adherence to your schedule, with flexibility for extra hours as needed, are paramount. You will be expected to cope with challenges, manage competing priorities, and deliver solutions that are both effective and sustainable.
• • Ultimately, you will be a key contributor to OSV's mission of transforming HR, payroll, and finance operations through innovative technology and unparalleled service. Your leadership in operations will directly impact our clients' ability to achieve transformational outcomes, reinforcing OSV's position as the leading exclusive provider of Workday BPaaS solutions.