Director, Health Benefits and Employee Self Services (ESS) Support

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          "text": "<p>DCAS's mission is to make city government work for all New Yorkers. From managing New York City’s most iconic courthouses and municipal buildings, to purchasing over $1 billion annually in goods and services for more than 80 City agencies   what we do ensures that all agencies can deliver on their mission. Our reach touches every facet of city government and is instrumental to the successful day-to-day operations of the City of New York.  <br><br>Our commitment to equity, effectiveness, and sustainability guides our work providing City agencies with the critical resources and support needed to succeed, including:  <br>-\tRecruiting, hiring, and training City employees.  <br>-\tManaging 56 public buildings.  <br>-\tAcquiring, selling, and leasing City property.  <br>-\tPurchasing over $1 billion in goods and services for City agencies.  <br>-\tOverseeing the greenest municipal vehicle fleet in the country.  <br>-\tLeading the City's efforts to reduce carbon emissions from government operations.  <br> <br>When you work at DCAS, you're not just working for one agency, but in service of them all. It's an opportunity to provide impactful support, quality customer service, and help protect the future of New York City for generations to come. Visit our website at nyc.gov/dcas to learn more about the work we do.<br><br>The Department of Citywide Administrative Services’ (DCAS), Human Capital (HC) Line of Service seeks to appoint an Administrative Manager Level 3, to work in the HC Bureau of NYCAPS Central (NCC).  NCC is a human resources service center that oversees the expansion and maintenance of NYCAPS (New York City Automated Personnel System), a centralized automated personnel system for human resources professionals, managers, and employees to access and manage personnel and benefits information.  NCC oversees the implementation of civil service and human resources related transactions for over 300,000 employees citywide; supports approximately 96,000 NYC employees with all their health benefits needs; and manages Employee Self-Service (ESS), an online tool that provides NYC employees with easy access to human resources, payroll, tax, City job applications and benefits information.  <br><br>The NYCAPS Central Health Benefits and ESS Support unit is responsible for assisting human resources professionals and employees to access and manage health benefits information and handle escalations and inquiries about employees’ health benefits and Employee Self-Service (ESS). ESS is an online tool that provides NYC employees with easy access to human resources, payroll, tax, NYC Careers information, benefits information, etc.<br> <br>The candidate chosen will report to the Executive Director of Customer Service and Administration and ensure that continuous and optimal support is delivered by the Help Desk to agencies and employees on all NYCAPS functionality. <br><br>Key Responsibilities:<br>-\tOversee the day-to-day operations of a call center that handles a significant volume of phone calls, emails, and processes approximately 160,000 service requests (SRs) yearly, which are initiated and either resolved through the Health Benefits and ESS Support unit or escalated to and resolved by a different NCC functional group.<br>-\tWork closely with the Executive Director of Customer Service and Administration, other NCC managers (HRIS, Change Management, Health Benefits and HR Processing units) and NCC executive management to implement operational strategies based on needs assessments, capacity planning, and reviews of productivity, quality, and customer service standards. <br>-\tMonitor performance and troubleshoot system issues for NYCAPS, the CRM (Case HR) and the Interactive Voice Response system.<br>-\tLiaise with oversight agencies and process owners on non-NCC escalated issues.<br>-\tUse metrics to measure work and staff performance; <br>-\tMonitor and report on departmental service level agreements for incoming calls and emails.<br>-\tProduce monthly and quarterly reports from the CRM and IVR to assist NCC management in addressing and forecasting broader system solutions, identifying training deficits, and improving knowledge management.<br>-\tHandle other special projects as assigned.<br><br><br>To Apply: <br><br>Only permanent employees in the title and those that are reachable on the civil service list are eligible to apply.<br><br>This position is also open to qualified persons with a disability who are eligible for the 55-a Program.  Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.<br><br>Please go to www.nyc.gov/jobs, or www.nyc.gov/ess for current NYC employees, and search for Job ID # 783490. No phone calls, faxes or personal inquiries permitted.  Only those candidates under consideration will be contacted.<br><br>ADM MANAGER-NON-MGRL FRM M1/M2 - 1002C</p>",
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