Benefit Charges Manager - Remote

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to accomplish their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

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 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
• You will report to Experian's Senior Director, Unemployment Cost Management

• 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/Perks:

• 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

Our 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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