Senior Operations Analyst

JOB TITLE: Senior Operations Analyst (Benefits)

SALARY RANGE: $49,562 –$61,952

DEPT/DIV: People Department

SUPERVISOR
:
Senior Manager, Benefit Operations

LOCATION: 2 Broadway | New York, NY 10004

** This position is represented by the Transportation Communications Union (TCU)**

The purpose of this position is to administer and support activities and process transactions for the Benefit Operations department. The Senior Operations Analyst (Benefits) position is also responsible for coaching less experienced team members and providing guidance on process/area procedures.

• Gather, validate, and maintain data and other transaction inputs.
• Gather forms and track status.
• Enter transactions in People Soft and the service request management tool.
• Retrieve, index, and review scanned documents and forms.
• Provide satisfactory customer service by receiving, analyzing, researching, and seeking resolutions to assigned inquiries.
• Integrate across Center of Excellence (COE) teams to document, research, and resolve basic issues and errors as assigned.
• Understand when to resolve or escale issues to supervisor/direct manager.
• Perform/support cyclical processing and period-end activities.
• Complete assignments as delegated by supervisor/direct manager.
• Comply with MTA and departmental policies, practices, and procedures.
• Develop and update operating procedures and training materials as needed.
• Understand the MTA and departmental vision including how individual responsibilities fit into long-term strategies.
• Track and report status of work.
• Maintain appropriate level of process, functional, and technical knowledge and participate in training to continue to develop such knowledge.
• Support other team members as appropriate.
• Adhere to team budget.
• Identify and implement continuous improvement initiatives as assigned.
• Participate in user groups as necessary.
• Identify and document input to knowledge management tool.
• Support additional benefits functions as needed, i.e. UCM, Siebel, etc.
• Support development, negotiation, and updates to Service Level Agreement.
• Monitor assignment quality and service delivery against agreed-to Service Level Agreement and Key Performance indicator targets.
• Run reports to manage, monitor, and provide HR/Benefits metrics.
• Conduct in person and/or virtual Open Enrollment sessions, pre-retirement seminars, post-retirement meetings, new hire orientations, union specific meetings, health fairs, and information seminars for all agencies at various locations

REQUIRED QUALIFICATIONS:

• Possess specific work experience for HR/Benefits.
• Working knowledge and use of People Soft or related database software.
• Ability to work in a team environment.
• Ability to process requests consistently with general supervision.
• Ability to assess problems and promptly resolve or identify appropriate team to resolve.
• Strong oral and written communication skills.
• Strong interpersonal skills with the ability to work with and collaborate across the COE at all levels within and outside the organization.
• Strong time management skills and ability to manage individual assignments.
• Strong attention-to-detail.
• Ability to handle sensitive situations and maintain a high degree of confidentiality.

• Understanding of MTA HR/Benefits policies and procedures.
• Familiarity with performance metrics and ability to meet identified targets.
• Working knowledge of service request management tools.
• Working knowledge and use of office productivity tools (e.g., MS Outlook, MS Office applications) and web-based applications.

REQUIRED EXPERIENCE/

EDUCATION:

• Four (4) years of human resources, benefits processing, pensions, customer service or related field.
• High School Diploma or GED.

• Bachelor's or Associates degree with relevant experience in Business or a related field.
• Shared Services experience.

The starting rate for New Hires is equivalent to $49,562. The wage progression scale is as follows:
Year 1=60%>
Year 2=70%>
Year 3=75%>
Year 4=80%>
Year 5=85%>
Year 6=90% Year 7=95%.

The full rate of pay is $82,603. This salary is non-negotiable,…