Manager, HR and Benefits Support Center
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AI Summary
Lead the day-to-day operations of the HR and Benefits Support Center to ensure accurate and compliant employee support. Serve as the primary subject matter expert for complex HR escalations, benefits administration, and leave of absence coordination.
The Manager, HR and Benefits Support Center is responsible for leading the day-to-day operations of the HR support center, ensuring responsive, accurate, and compliant support across HR shared services. This role oversees employee support related to HR inquiries, benefits administration, leave of absence coordination, ticket escalation and resolution, and partnership with internal resources working remotely and external resources to deliver a high-quality team member experience.
This leader serves as the primary subject matter expert (SME) for general HR and benefits-related escalations, providing guidance and resolution support for complex employee matters while ensuring consistency, compliance, and operational excellence across the HR function.
This leader serves as the primary subject matter expert (SME) for general HR and benefits-related escalations, providing guidance and resolution support for complex employee matters while ensuring consistency, compliance, and operational excellence across the HR function.
This is a remote position.
In this role, you will:
- Lead the day-to-day operations of the HR and Benefits Support Center, ensuring timely, accurate, and service-oriented support for team members and leaders.
- Provide leadership, coaching, workload management, and backup support for HR support center team members.
- Serve as the primary escalation point and subject matter expert for HR and benefits-related inquiries, including policy interpretation, PTO, benefits, leave of absence, ADA accommodations, payroll-impacting HR issues, and employee support matters.
- Manage intake, triage, escalation, documentation, and timely resolution of HR and benefits-related tickets.
- Partner with internal teams and external vendors, including HR, Payroll, Compliance, Operations, IT, benefits brokers, insurance providers, and third-party administrators, to support effective issue resolution and service delivery.
- Guide benefits administration support, including enrollment assistance, employee education, eligibility inquiries, issue resolution, refund processing, and discrepancy report follow-up.
- Coordinate leave of absence and ADA support processes, ensuring appropriate documentation, compliance support, and employee communication.
- Monitor support center metrics, ticket trends, service levels, and operational performance; develop reporting, dashboards, and workforce insights to identify trends, improve workflows, and support scalability.
- Support implementation, optimization, and ongoing use of HRIS platforms, ticketing systems, reporting tools, and other technologies that improve efficiency, strengthen HR support operations, and enhance the employee experience.
Skills and Experience
- Bachelor’s degree in Human Resources, Business Administration, Healthcare Administration, or a related field (or equivalent experience) required
- 3+ years of progressive experience in HR operations, benefits administration, employee relations, or a related HR support function required
- Excel and reporting experience required
- HR shared services, HR support center, service center, call center, or ticket-based employee support experience strongly preferred
- Experience leading, coaching, training, or providing workload oversight for HR Coordinators, Specialists, shared services staff, or similar support roles strongly preferred
- PHR, SHRM-CP, or related HR/Benefits certification preferred
Why Angels of Care
In addition to our great benefits, we offer a fun and supportive culture rooted in our values of Heart, Advocacy, Love, Outreach, and Speed (HALOS). At Angels of Care, you’ll have the unique opportunity to make an impact while working with dedicated, talented colleagues. We believe in fostering career advancement and providing opportunities for you to expand your skill set, take on new responsibilities, and grow alongside the company.
- Competitive Pay
- Paid Time Off
- Medical, Dental, & Vision Plans with a generous contribution from AOC
- HSA/FSA
- Mental Wellness Benefits
- 401K
- Discounts on Pet, Home, and Auto Insurance
- And more!
U.S. Equal Employment Opportunity/Affirmative Action Information: Individuals seeking employment at Angels of Care Pediatric Home Health are considered without regards to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status.
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