Director, Health Benefits and Employee Self Services (ESS) Support

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

• 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

• 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
• 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

• 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