Manager of Operations - Employer Services - Navia Benefit Solutions

About the Company Navia is a national, consumer-directed benefits provider serving 10,000 employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology. Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.

Position Summary

The operations manager is responsible for assessing, researching, and resolving problems within the Employer Services team. This role will be expected to act with urgency to review, and fix problems that could affect the service team, or clients/brokers that is outside the scope of a team manager.  This management-level role also requires the individual to collaborate closely with all teams of the ES department, along with the team managers, directors, and leader of this department. The essential functions are listed below. This position comes with strong diligence, exceptional critical thinking skills, and the ability to manage and analyze large volumes of data. This position will have a direct report, technical support, who will work on specific duties along with supporting the operations manager.  The goal of the position is to eliminate the work by AAs/AMs and TMs that take the team away from servicing the client/broker and meeting the turnaround times established by Navia.

Essential FunctionsIdentifying or responding to reported issues for the ES team that require research.

•​​​​ Identifying or responding to reported issues for the ES team that require research.
•​​​​ Quality Assurance outline for team manager to apply to teams overall QA work.
• Track metrics, analyze and identify areas of concern.
• System issue tracking, monitoring, and analyzing for department review.
• Lead on training, coaching of preparation of Knowledge Base documents for team.
• Wiki revamp and maintenance for department.
• Create and enforce Root Cause Analysis (RCA) for areas needed.
• Management of technical support staff.
• SLA queries as needed and posting of results for those the ES team is responsible for.
• Problem resolution for technical work from team.
• Task and manual process review and assignment to tech support team.
• Termination tracking – details and process of terminations of Premier to Flagship clients.
• Complete projects/assignments by request of Management Team
• Monitor and report NPS and CSAT results and create a report showing results of direct and
indirect relation to the ES team. 
• Articulate feedback based on QA results that allows managers to easily coach teams on
service excellent. 
• Partner with team managers to keep current on changes to procedures and system
opportunities. 
• Identify and make recommendations to Director’s/Leader for behavioral and process
improvement based on trends. 
• Communicate with management and operations team to ensure compliance with company
standards. 
• Effectively interpret data related to internal and external organizational needs.
• Perform any other related duties as required or assigned.

Requirements

 

• 4-years of account management experience
• 1 years of team manager experience in the Employer Services department
• Strong CDH experience
•  Basic COBRA experience
•  Strong written and verbal communication skills
• Expert level understanding of Navia systems and processes
• High detail orientation
• Ability to work under pressure while delivering quality results quickly.
• Must take initiative in jobs performed; seek solutions and answers to problems.
• Flexibility
• Benefits experience required.

 

Remote Working Requirements

• Minimum requirements established by Navia for Internet connection.
• Established working space at home that provides a secure environment.
• Confidentiality of all information on clients/members accounts.
• Ability to travel to the office on required days.
• Ability to travel to the office for mandatory meetings as required.
• All calls should be by video through teams or zoom.
• Working from separate locations for extended periods should be cleared by your superior.
 

Please visit our career page and apply directly: www.naviabenefits.com/workatnavia

Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA

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