Human Resources Manager

Position Summary

Reporting to the Assistant Director in the Office of HR-Benefits, this position manages the delivery of excellent customer service related to benefit inquiries for employees, students, and retirees, while overseeing the daily operations of the HR Benefits Administration team.

The incumbent will lead a team to ensure efficient and effective front-line service, address escalated benefits inquiries, and support continuous improvement initiatives.

This role focuses on enhancing team performance, managing benefits-related communications, and ensuring the successful administration of benefits programs and processes.

This management position drives a culture of customer service excellence through continuous improvement, performance metrics, innovation, staff development, and operational efficiency.

This involves using customer insights, design thinking, and best practices to develop effective strategies that lead to exceptional customer satisfaction and engagement for employees, retirees and members of the public who interact with the Office of Benefits via in-person visits, email communications, phone calls or via customer service-oriented events and information.

Human Resources has a firm commitment to serving the university with thoughtfulness and professionalism. The person in this position will support diversity, equity, inclusion, and belonging in every aspect and responsibility associated with the job.

This is an onsite position and is located at our East Lansing campus.

What you’ll be doing :

Customer Focus : Manage the delivery of exceptional customer service to a diverse population of employees, students, and retirees regarding a wide range of benefits-related inquiries, including health, dental, life insurance, flexible spending accounts, health savings accounts, and voluntary benefits.

Oversee the daily operations of the HR Benefits Administration team, ensuring high-quality front-line service. Respond to escalated benefits-related questions and inquiries promptly and positively.

Operational Responsibilities : Supervise a team of 7-10 staff members. Oversee solutions center systems and technologies, support process improvement initiatives, and lead projects within the team.

Prepare work schedules to ensure adequate coverage and develop, measure, and report on key performance indicators.

Develop Team Capabilities : Train and guide the HR Benefits Administration team with a focus on employee performance, metrics, team building, and development to enhance effectiveness.

Coach team members through challenging customer service situations and evaluate performance annually or as needed. Plan, schedule, and lead team meetings, and handle the hiring, onboarding, and training of new staff.

Communication and Collaboration : Assist in planning and overseeing the annual open enrollment period for employee and retiree health plans.

Support year-round enrollment and waiver activities for the student health insurance plan. Help maintain and update content on the benefits website and communication portal for employee education.

Conduct new hire orientations and participate in benefits events. Develop and facilitate training for employees, supervisors, and HR team members on benefits programs, policies, procedures, and best practices.

Promote and support a culture of diversity, equity, and inclusion.

You will excel in this role if you have :

• A bachelor's degree in human resources, business administration, or a related field, along with five years of progressively responsible HR experience or equivalent education and training
• Supervisory experience
• Knowledge of employee benefit, retirement, and leave program administration, as well as federal, state, and local laws and regulations related to employee benefits
• The ability to communicate complex information clearly and concisely, and to collaborate effectively with employees at all levels
• Strong skills in handling confidential and sensitive information with tact and discretion
• The capacity to manage multiple, competing priorities in a fast-paced environment
• A strong commitment to diversity, equity, and inclusion

Minimum Requirements

• Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in Human Resources, Business Administration, or related field;
• five years of progressively more responsible or expansive work experience in human resources; supervisory experience; knowledge of the principles and practices of employee benefit, retirement, and leave program administration, and of federal, state, and local laws and regulations governing employee benefits;
• must be able to handle confidential and sensitive information and situations with tact, discretion, and care; must have a strong commitment to diversity, equity and inclusion;

or an equivalent combination of education, training, and experience.

Desired Qualifications

• Demonstrated ability to communicate complex information in a clear and concise manner and to collaborate with employees at all levels of the organization;
• can handle multiple, competing priorities in a fast pace working environment; experience in higher education in human resources or benefit administration;
• knowledge of and experience with HR systems and contemporary call management and knowledge base tools; customer service orientation with a demonstrated desire to exceed expectations;

experience identifying and resolving issues independently - solid sense of accountability and sound personal judgment.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.