Our Human Resource Consulting and Technology firm client in Atlanta, GA is seeking a local Service Delivery Manager with a strong background in benefits administration to join their team.

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The Service Delivery Manager (Delivery Lead) is responsible for the overall quality of service delivery of the ongoing plan.  The position focuses primarily on maintaining the ongoing delivery of service through day-to-day relationships with the client and internal partners.  Primary responsibilities are grouped into the following categories but are also subject to re-deployment as determined by Management:

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Implementation:  The Delivery Lead works closely with the Client Implementation Project Manager to define requirements and process flow.  They may also be involved in the initial training of the team, Service Center content creation and training delivery.  They are the liaison for the successful migration of the project from implementation to ongoing.  They are responsible for building effective and efficient relationships between all portions of the team, such as the Client, Operations, Service Center, Data Management, Production Support and Technology.

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Ongoing Service Delivery: The Delivery Lead is responsible for providing oversight that all aspects of ongoing service delivery are accurately executed in accordance with Service Level Agreements (SLA’s) and established timelines.  They provide timely follow-up with managers or leads of other areas when SLA’s are at risk of being missed.

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Project Management:

 

• The Delivery Lead assists in the development of project schedules, process flows and timelines, delegate’s tasks to meet deliverables, monitors and provides updates on the status of outstanding issues and process improvements.  They work closely with the Client on service delivery topics and looks to identify ways to improve processing.

• As clients request mid plan year changes to processes or new legislation is implemented, the Delivery Lead facilitates the requirements definition process, coordinates the implementation efforts and the transition of new features to Production, as well as ensuring that all members of the team are aware of the changes.

• The Delivery Lead manages the annual enrollment (AE) scope of requirements and testing activities.  They work with the AE Project Manager to allocate resources and define timelines for Annual Enrollment.

 

Team Management and Development: The Delivery Lead is responsible for building a cohesive, client-focused team within client services and across operations.  They integrate team efforts through status meetings and sharing appropriate information to leverage knowledge across teams.

 

Subject Matter Expert: The Delivery Lead acts as a benefits subject matter expert (knowledge resource) for the team on such topics as plan provisions, processing procedures, client-specific topics, and alternatives for service delivery.

 

Requirements:

 

​Service Delivery Manager (Delivery Lead) will require the following core qualifications and skills:​​​​​

• Bachelor’s degree in business, human resources or related field

• 5 years of experience in health & welfare benefits administration and operations

• 2 years of experience in a leadership role: project management and/or line management

• GBA, CEBS or other industry designation preferred though not required

• Benefits outsourcing experience preferred though not required

• Intermediate skill level in Microsoft Office   

 

Demonstrated skill sets: 

• Internal and External relations:  Create relationships across internal functional teams to develop and maintain line of sight to the client’s objectives

• Time Management:  Coordinate timely completion of client and internal deliverables across functional teams

• Leadership:  Lead and collaborate on day-to-day and ad-hoc requests in addition to providing leadership to the team

• Communication:  Tailor verbal and written communications based upon audience