(Remote) Supervisor, HRSS Operations, Tier 2...

Team Leadership & Service Delivery

Supervise and support a hybrid team performing Tier 2 benefits operations

Provide coaching, work prioritization, and performance oversight to ensure operational excellence, including productivity levels, key performance indicators, service level agreements, and case management standards are being met and maintained consistently, timely, and with high-quality.

Handle complex case escalations from Tier 1 or other business units

Establishes and maintains collaborative relationships with cross-functional teams, including but not limited to RHM staff, Payroll, HR Operations, Legal, Total Rewards, and vendors, while proactively promoting and training department services to RHM leaders and managers.

Reviews and approves team timecards in alignment with organizational policies; monitors attendance patterns to ensure compliance and proactively alerts the manager to any issues that may affect service delivery or team performance.

Works with the manager to provide team analytics and maintains metrics . Utilizes presentation skills to provide project and customer service delivery updates to HR and RHM management.

Identify skill development & training needs for the team, including resources needed for knowledge management.

Benefits Administration

Manage the administration and reconciliation of benefits programs, including COBRA, HSA/FSA, and Section 125 plans. Handle complex and escalated cases, adjudicating appeals in alignment with IRS Section 125 regulations and Trinity Health HR policies. Collaborate with Total Rewards Benefits and Well-Being and the Legal Department to review documentation, resolve cases, and mitigate organizational risk.

Partner with Benefits COE to coordinate eligibility management, policy updates, and compliance with federal and state regulations.

Reconcile benefit discrepancies related to pay, and coverage issues; serve as a key point of contact for vendor coordination.

Include OE execution, task planning, assignment, and efficient, effective appeals processing levering case management

Audits internal and external benefits related reports & benefits spending account error reports

Lead and partner on activities related to annual Open Enrollment, including planning, testing, system validation, and guide/documentation review. Partner with HRIS, Benefits COE, and Communications to ensure a smooth and compliant enrollment experience

Supporting benefits-related work associated with merger, transition, and acquisition (MTA) activities across the Trinity Health ministry.

Root Cause Analysis & Issue Resolution

Lead investigations into data discrepancies and resolve systemic issues affecting benefits, payroll deductions

Proactively identify trends through case management and audits to recommend process or system enhancements.

Case Management & Escalations

Oversee case management workflow within the HR Shared Services system (e.g., Workday Help), ensuring adherence to Service Level Agreements (SLAs) and quality standards.

Serve as an escalation point for complex or sensitive Tier 2 cases, ensuring proper documentation, resolution, and stakeholder communication.

Ensure the integrity and effectiveness of Tier 0 knowledge resources by overseeing the governance and continuous improvement of content related to benefits and employment administration. This includes maintaining accurate, user-friendly knowledge articles that reflect current policies and practices, and ensuring timely updates and dissemination to stakeholders and team members.

Confidentiality

Prioritizes the Colleague Experience and maintains strict confidentiality of the department and associate information in accordance with HIPAA and NPPI guidelines.

Team Leadership & Service Delivery

• Supervise and support a hybrid team performing Tier 2 benefitsoperations

• Provide coaching, work prioritization, and performance oversight to ensure operational excellence, including productivity levels, key performance indicators, service level agreements, and case management standards are being met andmaintainedconsistently,timely, and with high-quality.

• Handle complex case escalations from Tier 1 or other business units

• Establishes andmaintainscollaborative relationships with cross-functional teams, including but not limited to RHM staff, Payroll, HR Operations, Legal, Total Rewards, and vendors, while proactively promoting and training department services to RHM leaders and managers.

• Reviews and approves team timecards in alignment with organizational policies; monitors attendance patterns to ensure compliance and proactively alerts the manager to any issues that may affect service delivery or team performance.

• Works with the manager to provide team analytics andmaintainsmetrics .Utilizes presentation skills to provide project and customer service delivery updates to HR and RHM management.

• Identifyskill development& trainingneeds for the team, including resources needed for knowledge management.

Benefits Administration

• Manage the administration and reconciliation of benefits programs, including COBRA, HSA/FSA, and Section 125 plans. Handle complex and escalated cases,adjudicatingappeals in alignment with IRS Section 125 regulations and Trinity Health HR policies. Collaborate with Total Rewards Benefits and Well-Being and the Legal Department to review documentation, resolve cases, and mitigate organizational risk.

• Partner with Benefits COE to coordinate eligibility management, policy updates, and compliance with federal and state regulations.

• Reconcile benefit discrepancies related to pay, and coverageissues;serve as a key point of contact for vendor coordination.

• Include OEexecution, task planning, assignment, and efficient, effective appeals processing levering case management

• Audits internal and external benefits related reports & benefits spending account error reports

• Lead and partner on activities related to annual Open Enrollment, including planning, testing, system validation, and guide/documentation review.Partner with HRIS, Benefits COE, and Communications to ensure a smooth and compliant enrollment experience

• Supportingbenefits-related work associated with merger, transition, and acquisition (MTA) activities across the Trinity Health ministry.

Root Cause Analysis & Issue Resolution

• Lead investigations into data discrepancies and resolve systemic issues affecting benefits, payroll deductions

• Proactivelyidentifytrends through case management and audits to recommend process or system enhancements.

Case Management & Escalations

• Oversee case management workflow within the HR Shared Services system (e.g., Workday Help), ensuring adherence to Service Level Agreements (SLAs) and quality standards.

• Serve as an escalation point for complex or sensitive Tier 2 cases, ensuring proper documentation, resolution, and stakeholder communication.

• Ensure the integrity and effectiveness of Tier 0 knowledge resources by overseeing the governance and continuous improvement of content related to benefits and employment administration. This includesmaintainingaccurate, user-friendlyknowledgearticles that reflect current policies and practices, and ensuringtimelyupdates and dissemination to stakeholders and team members.

• Associate's degree in human resources, Business Administration, or related field, or equivalent experience

• Minimum 4-6 years of progressive experience in HR Shared Services, including both employment administration and benefits administration

• Minimum of 2-4 years of experience in a leadership, coaching, or team lead capacity, or equivalent experience gained through academic projects, internships, or other relevant exposure

• Hands-on experience with Workday HCM, particularly with benefits, employment transactions, and case management

Additional Qualifications (nice to have)

• Prior project management experience strongly preferred

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

• Prior project management experience strongly preferred

• Prior experience supporting or leading HR compliance-related programs and initiatives such as I-9, E-Verify, licensing/credentialing tracking, and internal audits strongly preferred

• Prior experience with Joint Commission audits and other healthcare regulatory bodies preferred

• Prior experience with Workday, Equifax, EverCheck, and/or The Work Number beneficial

Confidentiality

• Prioritizes the Colleague Experience andmaintainsstrict confidentiality of the department and associate informationin accordance withHIPAA and NPPI guidelines.

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions. Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity. EOE including disability/veteran