Sr Manager, Benefits Service Delivery

Full Time Job
At Disney, we're storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.

This position will lead the strategic development, implementation and sustainment of the Enterprise Benefits Service Delivery Model to create an exceptional service experience for our Cast/employees and their covered family members.

Responsibilities

• Responsibilities include ongoing management of the Cast/employee service experience including call centers, website content & navigation, operational communications, and use of social/emerging media.
• Manages the integration of programs and services across all vendors and with internal stakeholders (GHRO, Business Units, etc.).
• Manages employee escalations (complaints, claims & appeals processes). Accountable for the development of service delivery standard metrics and for ensuring that all standards are met.
• Responsible for the cross pollination of service delivery, case management, and digital and telephony best practices and applications among outsourced vendors.

Basic Qualifications

• 5 to 7 years' experience working in overseeing outsourced call center or administrative operations. Demonstrated success collaborating on large teams.
• Certified Employee Benefits Specialist designation or equivalent.
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
• Ability to lead complex projects collaborating with multiple vendors, internal stakeholders, and department staff.
• Highly service oriented, compassionate individual.
• Ability to maintain customer confidentiality and HIPAA protocols.
• Solid communication skills and excellent interpersonal skills. Ability to express ideas in clear and concise manner.
• Proven analytical, problem-solving skills and excellent management skills.

Preferred Qualifications

• 7 to 10 years' experience in this filed with knowledge of employee health and retirement benefits outsourcing, call center and customer service best practices.

Required Education

• Bachelor's degree or equivalent work experience - Communications, HR, Accounting or Finance

Preferred Education

• Masters degree - Emphasis in employee benefits, customer service, health and retirement benefits outsourcing, wellness programs, etc.

Company Overview
At Corporate, you'll team with the best in the business to build one of the most innovative global businesses in any industry. Uniquely positioned at the center of an exciting, multi-faceted Company, the forward-thinkers at Disney Corporate constantly pursue new ideas and technologies to help the Company's many businesses drive value, all the while gaining something valuable from the experience themselves. Come see the most interesting Company from the most interesting point of view.

Additional Information:

This position is a legal entity of The Walt Disney Company, an equal opportunity employer.