The Manager of Benefit Exceptions is responsible for performing Benefit Services program administration and department operations oversight. The incumbent will supervise a team of Employer Reporting Specialists and Employment After Retirement Specialists, participate in the overall administration of the Benefit Accounting department, monitor department quality assurance and training program, and lead or participate on technical and special projects. This position will proactively work with the Exceptions team, Benefit Services staff, members of TRS management, and agency employees. 

This is a Hybrid position and requires a minimum of 2 days of onsite work a week conducted at our TRS office in Austin TX.

Online application: https://trs.csod.com/ux/ats/careersite/5/home/requisition/1136?c=trs

WHAT YOU WILL DO:

Team Supervision
• Assigns, supervises, and evaluates the work of Employer Reporting Specialists and Employment after Retirement Specialists; participates in and provides significant input to department management regarding hiring, monitoring, evaluating, motivating, and rewarding staff.
• Monitors and documents performance of team members, providing consistent, regular, positive, and constructive feedback; completes and reviews with team members their annual performance evaluation; and provides advice and guidance regarding goal-setting, professional development, and growth potential.
• Coordinates with management to develop job standards and individual, team, department, and division goals.
• Monitors work flow and work processes and takes corrective actions as needed to ensure that all operations are covered and that productivity, customer service, and quality goals are met.
• Develops reports and metrics to forecast workloads and proactively prepare for peak periods.
• Ensures compliance with applicable federal, state, agency, and department policies, procedures, rules, and regulations.
• Prepares and submits reports of department issues and concerns, and provides management with current information pertaining to department operations.
• Assists in monitoring members of other Benefit Accounting teams in the absence of their Manager.

Program Administration
• Participates in the overall planning, organization and management of the Exceptions and Employment After Retirement teams.
• Serves as a subject matter expert to provide technical support and guidance to team members, assist with resolving difficult or escalated cases, and apply TRS laws and rules to provide members with equitable service.
• Researches, analyzes and/or processes highly complex requests for reporting issues, services or information, including resolving problems and complaints, and coordinating responses with internal consultants, Legal Services, other TRS staff, TRS members/retirees and their representatives, reporting employers, and other relevant parties.
• Coordinates work activities with other teams and departments.
• Assists in the development of procedures to improve existing processes and in the implementation of new processes.

Quality Assurance and Training
• Annually reviews production standards and recommends changes on an annual basis and as processes/systems evolve.
• Monitors cross-training efforts to ensure coverage needs are met.
• Performs root cause analysis to determine if issues are people, process, or system related.
• Coordinates and reviews all quality assurance performed by the team to provide feedback and make recommendations for training.
• Assesses team members’ training needs and coordinates with the Benefit Accounting Sr. Director and Director, Benefit Operation Support, and Organizational Excellence to provide or arrange for training

Technical and Special Projects
• Leads or participates on special projects, task forces, and committees.
• Actively participates on the TRS Enterprise Application Modernization (TEAM) Program Pension Line of Business Project or other projects under the TEAM Program.

• Performs related work as assigned.

WHAT YOU WILL BRING:

Required Education
• Bachelor’s degree from an accredited college or university.
• High school diploma or equivalent and additional full-time experience in banking, accounting, benefit reporting, or related experience which includes interpreting, applying, and communicating complex laws, regulations, and policies may substitute for the required education on an equivalent year-for-year basis.

Required Experience
• Seven (7) years of full-time, progressively responsible experience in banking, accounting, benefit reporting, or related experience which includes interpreting, applying, and communicating complex laws, regulations, and policies.
• Three (3) years of experience coordinating, leading, or supervising the work of others.
• Experience may be concurrent.
• A master’s degree or doctoral degree in a closely related field may be substituted on an equivalent year-for-year basis.

Preferred Qualifications
• Bachelor’s degree from an accredited college or university.
• Three (3) years of progressive experience in TRS Benefit Reporting and/or Exceptions.
• Experience reviewing government, legal, or financial documents.
• Experience with Microsoft Excel.

Apply Now!