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Manager Benefits

Tryon, NC

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?


The Manager, Employee Care will be responsible for the Tier 1 employee experience, business process, channel management and oversight of the Managed Service Provider (MSP) vendor relationship to ensure alignment to the Human Resources Operating model. This role will report to the Director of Employee Care with limited supervision. 


This role will ensure that services are delivered in accordance with documented processes and service level targets, following governance routines and risk controls, and ensuring an exceptional customer experience. Oversight of team that provides support for multiple Human Resources services including, compensation, leaves of absence, U.S. and Canadian benefits administration. You will frequently interact with other internal and external partners on specific processes, related activities or more sophisticated tasks under limited supervision. This role may also interact with Ally Senior Leadership.


The Work Itself

  • Oversee facilitation of delivery for Tier 1 Services to employees and managers including employee and manager self-service, HR Programs and Projects
  • Ensure team implements a delightful and quality customer experience through cases and chat 
  • Act as strategic partner with Tier 2 team to facilitate flawless customer experience, hand-offs and collaboration on transferred cases  
  • Provide business process management, auditing and governance routines for transactions, case, chat, and employee facing information such as Standard Operating Procedures (SOPs), response templates and employee care process documents
  • Ensure team engagement in use of standard processes for case management and chat for inquiries and requests, Support Change Management Requests and User Acceptance Testing
  • Vendor Management of MSP with oversight of critical metrics, service delivery, and SLAs ensuring a seamless customer experience
  • Manage spend according to vendor contractual agreement within the parameters of the annual budget
  • Develop and assess dashboards, assess and conduct SLA and Customer Satisfaction reviews, and partner with technical support for system defects and issues as well as enhancements to improve employee experience
  • Partner with Employee Solutions team to collaborate on employee experience and employee care metrics to identify continuous improvement opportunities
  • Advise on key initiatives with internal partners including Technology, HR COEs, and other key HR functions as needed


The Skills You Bring

  • 5+ years of experience with HCM applications, including mobile (Workday preferred)
  • 3+ years of experience with Benefits Administration
  • Experience with Compensation Administration (preferred)
  • 2+ years of experience with case management systems and chat (ServiceNow preferred)
  • Bachelor's degree preferred in HR or related field; PHR or SHRM-CP recommended
  • Confirmed experience supervising, leading and motivating team members daily (3+ years of manager experience preferred)
  • Proven experience within Human Resources or Payroll Operations within a shared services/operations team to include SOX and HR Risk Management preferred
  • Solid oral and written communication skills to frame communications for HR Leadership and key customer groups.
  • Strong analytical and decision-making skills including the ability to negotiate, problem solve and collaborate across teams


How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

  • Time Away: 11 paid holidays, 20 paid time off days, and 8 hours of volunteer time off, yearly (paid time off is prorated based on start date) 
  • Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
  • Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
  • Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
  • Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
  • Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
  • To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf


Who We Are:

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers.

 

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

 

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.


Base Pay Range: An individual's position in the range is determined by the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer. 


Emerging 90000

Experienced 120000

Expert 150000


Incentive Compensation: This position is eligible to participate in our annual incentive plan.

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