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Vice President, Managed Services - Benefits

General Information

Ref #:

20220026623

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Alpharetta - Georgia - United States, Atlanta - Georgia - United States, USA - USA - Remote

Description & Qualifications

Description

UKG is seeking a VP of Managed Services, Benefits with a history of providing world class Managed Services outcomes resulting in increasing renewal rates, improved reference-ability, and industry leading customer satisfaction scores. This role will lead UKG Managed Services in areas focused on benefits administration across multiple SaaS platforms, including but not limited to day-to-day benefits administrative processes, Open-enrollment, ACA, employee call center management, escalation management, and client relationships and escalation management. The ideal candidate is an innovative problem solver, focused on driving operational efficiency and has a demonstrated history of influencing future lifetime value by adding services to a SaaS organization.

Responsibilities:

• Implement an organizational culture and strategy dedicated to delivering industry leading HCM and managed benefits services with best-in-class client service focus.
• Improve organizational effectiveness and efficiency through technology (automation) and continuous process improvement initiatives.
• Build strong customer relationships to effectively manage expectations and address escalation of critical customer issues, working closely with Support teams, Product Management and/or Engineering, and in close communication with Professional Services and Sales
• Coordinate with Product/Engineering Management and external Product Partners on defect resolution, product enhancements, and standardized listening points in the customer journey to drive product adoption and reduce escalations
• Create a world-class Support team through the recruitment of experienced leaders for each functional role, attracting high potential individual contributors, creating rapid onboarding processes, and fostering collaboration within the team and UKG across the customer lifecycle
• Implement measures of effectiveness including defined operational metrics, established systems/models for dashboards and tracking, clear cadence for review within teams, and reports for executive leadership
• Collaborate with your peers on the execution of strategy and attainment of goals across Managed Services and UKG Customer Success

Qualifications

• 7 - 10 years of experience managing customer services teams, with at least 4 years of experience in a benefits administration company
• BA/BS Degree in a related discipline or equivalent experience
• Experience managing client facing BPO in the HCM & Managed Benefits solutions space.
• Core competencies include leadership, customer relations, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude.
• Experience with enterprise SaaS software solutions; ideally Human Capital Management and Benefits Services.
• Excellent customer management instincts and abilities, strong written and verbal communications, executive level presence and experience in facilitation

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Colorado Pay Law

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  Please send an email to UKGcareers@ukg.com 

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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