Director, Health Benefits and Employee Self Services (ESS) Support at City of New York

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Oct, 26

Salary

125000.0

Posted On

18 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Management, Human Resources Information Systems, Customer Service Management, Performance Metrics, Capacity Planning, Case Management, Strategic Planning, Staff Supervision, Service Level Agreements, Reporting and Analytics, Health Benefits Administration, Employee Self-Service Support

Industry

Government Administration

Description

Job Description * Only permanent DCAS employees in the Administrative Manager title, DCAS employees that are reachable on the Administrative Manager promotion list, or DCAS employees who are permanent in a comparable civil service title are eligible to apply. DCAS's mission is to make city government work for all New Yorkers. From managing New York City’s most iconic courthouses and municipal buildings, to purchasing over $1 billion annually in goods and services for more than 80 City agencies what we do ensures that all agencies can deliver on their mission. Our reach touches every facet of city government and is instrumental to the successful day-to-day operations of the City of New York. Our commitment to equity, effectiveness, and sustainability guides our work providing City agencies with the critical resources and support needed to succeed, including: - Recruiting, hiring, and training City employees. - Managing 56 public buildings. - Acquiring, selling, and leasing City property. - Purchasing over $1 billion in goods and services for City agencies. - Overseeing the greenest municipal vehicle fleet in the country. - Leading the City's efforts to reduce carbon emissions from government operations. When you work at DCAS, you're not just working for one agency, but in service of them all. It's an opportunity to provide impactful support, quality customer service, and help protect the future of New York City for generations to come. Visit our website at nyc.gov/dcas to learn more about the work we do. The Department of Citywide Administrative Services’ (DCAS), Human Capital (HC) Line of Service seeks to appoint an Administrative Manager, to work in the HC Bureau of NYCAPS Central (NCC). NCC is a human resources service center that oversees the expansion and maintenance of NYCAPS (New York City Automated Personnel System), a centralized automated personnel system for human resources professionals, managers, and employees to access and manage personnel and benefits information. NCC oversees the implementation of civil service and human resources related transactions for over 300,000 employees citywide; supports approximately 96,000 NYC employees with all their health benefits needs; and manages Employee Self-Service (ESS), an online tool that provides NYC employees with easy access to human resources, payroll, tax, City job applications and benefits information. The NYCAPS Central Health Benefits and ESS Support unit is responsible for assisting human resources professionals and employees to access and manage health benefits information and handle escalations and inquiries about employees’ health benefits and Employee Self-Service (ESS). ESS is an online tool that provides NYC employees with easy access to human resources, payroll, tax, NYC Careers information, benefits information, etc. The candidate chosen will report to the Executive Director of Customer Service and Administration and ensure that continuous and optimal support is delivered by the Help Desk to agencies and employees on all NYCAPS functionality. Key Responsibilities: - Oversee the day-to-day operations of a call center that handles a significant volume of phone calls, emails, and processes approximately 160,000 service requests (SRs) yearly, which are initiated and either resolved through the Health Benefits and ESS Support unit or escalated to and resolved by a different NCC functional group. - Work closely with the Executive Director of Customer Service and Administration, other NCC managers (HRIS, Change Management, Health Benefits and HR Processing units) and NCC executive management to implement operational strategies based on needs assessments, capacity planning, and reviews of productivity, quality, and customer service standards. - Monitor performance and troubleshoot system issues for NYCAPS, the CRM (Case HR) and the Interactive Voice Response system. - Liaise with oversight agencies and process owners on non-NCC escalated issues. - Use metrics to measure work and staff performance; - Monitor and report on departmental service level agreements for incoming calls and emails. - Produce monthly and quarterly reports from the CRM and IVR to assist NCC management in addressing and forecasting broader system solutions, identifying training deficits, and improving knowledge management. - Handle other special projects as assigned. To Apply: Only permanent DCAS employees in the Administrative Manager title, DCAS employees that are reachable on the Administrative Manager promotion list, or DCAS employees who are permanent in a comparable civil service title are eligible to apply. This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program. Please go to www.nyc.gov/jobs, or www.nyc.gov/ess for current NYC employees, and search for Job ID # 783490. No phone calls, faxes or personal inquiries permitted. Only those candidates under consideration will be contacted. ADM MANAGER-NON-MGRL FRM M1/M2 - 1002C Qualifications 1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 3. A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or 4. Education and/or experience equivalent to "1", "2" or "3" above. However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience described in "1", "2" or "3" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years. Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. Agency: DEPT OF CITYWIDE ADMIN SVCS Job Category: Administration & Human Resources Salary Band: $100,000 to $125,000 Compensation: USD 96000 - USD 106860

Responsibilities

Oversee the day-to-day operations of a high-volume call center providing health benefits and Employee Self-Service support for NYC employees. Implement operational strategies and use metrics to monitor staff performance and system functionality for NYCAPS.