About this role
As the Benefit Charges Manager, you will lead and oversee the benefit charge process for a dedicated book of clients, manage a team of benefit charge analysts, and ensure strategic execution of the end-to-end process.
As the ideal candidate, you'll need to:
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 growthOversee daily operations including benefit charge volumes, processing timelines, and quality metrics to maintain optimal efficiencyLead coaching sessions to foster development, accountability, and continuous improvement while conducting regular 1:1's in addition to mid-year and annual reviewsEnsure all processes comply with internal audit standards and regulatory requirements while overseeing daily operations to maintain optimal efficiencyRepresent the team in client meetings and calls, particularly for high-impact accounts or escalated issuesCollaborate 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 planningAct 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 issuesBring creative and strategic solutions to complex problems and act as a change agent to evolve processes and team effectivenessProactively coordinate with the mailroom and data processing teams to communicate expectations and adjust workload prioritiesYou will report to Experian's Senior Director, Unemployment Cost Management Bachelor's degree or equivalent combination of education and relevant work experience5+ years of experience in unemployment insurance, benefit charge management, unemployment cost management, or a related Employer Services function2+ years of people leadership experience, including coaching, performance management, and conducting regular 1:1s and performance reviewsWorking knowledge of unemployment benefit charge processes, including charge determinations, protests, appeals, and regulatory requirementsExperience managing high-volume, deadline-driven operational workflows with accountability to service levels, quality standards, and performance metricsAble to ensure compliance with internal audit standards, documented procedures, and applicable state and federal regulationsExperience handling escalations and complex cases, including serving as a point of contact for high-impact employer accountsAble to represent the team in client meetings and collaborate with internal partnersExperience managing teams within an Employer Services or Unemployment Cost Management environmentClient-facing experience supporting complex employer accountsExperience leading process improvements or operational change programsExperience analyzing trends and operational data to inform decisions and provide insights to senior leadership Benefits/Perks:
Great compensation package and bonus planCore benefits including full medical, dental, vision, and matching 401KFlexible work environment, ability to work fully remote, hybrid or in-officeFlexible time off, including volunteer time off, vacation, sick, and 12-paid holidaysOur uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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