Experian

Compensation

Full Description

Job Description: • Provide comprehensive leadership and strategic oversight to the benefit charge team, ensuring performance goals, service levels, and quality standards are consistently met while also fostering internal team growth • Oversee daily operations including benefit charge volumes, processing timelines, and quality metrics to maintain optimal efficiency • Lead coaching sessions to foster development, accountability, and continuous improvement while conducting regular 1:1's in addition to mid-year and annual reviews • Ensure all processes comply with internal audit standards and regulatory requirements while overseeing daily operations to maintain optimal efficiency • Represent the team in client meetings and calls, particularly for high-impact accounts or escalated issues • Collaborate with internal teams and clients to improve processes and outcomes while delivering feedback to senior leadership on team performance, client trends, and operational challenges to support strategic planning • Act as the primary escalation point for complex benefit charge scenarios and internal team concerns, offering guidance and resolution particularly for high impact accounts or escalated issues • Bring creative and strategic solutions to complex problems and act as a change agent to evolve processes and team effectiveness • Proactively coordinate with the mailroom and data processing teams to communicate expectations and adjust workload priorities Requirements: • Bachelor's degree or equivalent combination of education and relevant work experience • 5+ years of experience in unemployment insurance, benefit charge management, unemployment cost management, or a related Employer Services function • 2+ years of people leadership experience, including coaching, performance management, and conducting regular 1:1s and performance reviews • Working knowledge of unemployment benefit charge processes, including charge determinations, protests, appeals, and regulatory requirements • Experience managing high-volume, deadline-driven operational workflows with accountability to service levels, quality standards, and performance metrics • Able to ensure compliance with internal audit standards, documented procedures, and applicable state and federal regulations • Experience handling escalations and complex cases, including serving as a point of contact for high-impact employer accounts • Able to represent the team in client meetings and collaborate with internal partners • Experience managing teams within an Employer Services or Unemployment Cost Management environment • Client-facing experience supporting complex employer accounts • Experience leading process improvements or operational change programs • Experience analyzing trends and operational data to inform decisions and provide insights to senior leadership Benefits: • Great compensation package and bonus plan • Core benefits including full medical, dental, vision, and matching 401K • Flexible work environment, ability to work fully remote, hybrid or in-office • Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays