Head of Operations, Managed Transportation

This position is eligible for teleworking , which is currently one day per week. The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

This position will be responsible for the daily operations, maintenance, and support of the MTA benefits department, which includes the Benefits Processing, Customer Resolution & Support, Death Claims/COBRA/ & Leave Management, and Billing/Claims units. The position will be tasked with independently working with internal clients, functional departmental partners, and external stakeholders such as benefit vendors to ensure effective service delivery and that key performance indicators (KPIs) are consistently met with a focus on customer service and the employee experience. This role will be responsible for ensuring compliance with all applicable Federal and State laws and regulations, as well as collectively bargained agreements (CBAs).

General Departmental Management:

Manage team’s performance, staffing levels, competencies, workload, and schedules to deliver timely, quality customer service.

Manage escalated inquiries and service requests to resolution using in-depth problem-solving, interpretation, and research.

Ensure compliance with MTA and departmental policies, practices, and procedures while driving towards the long‑term MTA/departmental vision.

Manage internal and external client relationships and provide effective service and support as needed.

Partner with BSC IT, HRIS, and Benefits Administration teams to execute technology/application updates and contractually negotiated benefit changes.

Prepare and complete action plans that implement productivity, quality, and customer‑service standards towards the goal of resolving client problems.

Determine system, process, and procedural improvements and assist in implementing any required changes.

Support departmental projects and initiatives through requirements gathering, testing, evaluating functional and system configurations, team sensitization and training, and post‑production/implementation assistance.

Monitor quality of assignments and service delivery against agreed‑to Service Level Agreements (SLA) and Key Performance Indicator (KPI) targets.

In line with MTA policies and procedures, ensure that internal controls are followed, and as necessary, determine the need for new and/or improved controls.

Assist with managing all production issues and overseeing the ongoing maintenance of benefit applications, including system enhancements and upgrades.

Independently manage the development of test cases/scenarios to facilitate departmental testing of systems and create user acceptance testing functional documents as needed.

Talent Management:

Manage talent in the team, including performance, staffing levels, and competencies.

Monitor performance and provide prompt and effective coaching and counseling; responsible for reviewing the overall performance of staff.

Manage discipline/termination of employees when necessary.

Possess intermediate knowledge in PeopleSoft HCM module(s) with the ability to become proficient in additional module(s).

Ability to travel to field locations for agency specific training/meetings.

Strong interpersonal skills with the ability to work with a diverse stakeholder and customer population.

Strong working knowledge of Microsoft Office Suite (MS Excel, Access, etc.).

Bachelor’s degree in Human Resources, Business Administration, Communications, Psychology, or a related field, OR an equivalent combination of education and experience may be considered in lieu of a degree.

Five (5) or more years of progressive experience in Human Capital Management and/or Benefit Operations/Administration.

One (1) or more years of experience managing a team or leading team projects.

Familiarity with performance metrics and ability to meet identified targets.

Working knowledge of service request management tools.

Working knowledge and use of office productivity tools and web‑based applications.

Experience in designing and implementing human capital management or related human resources database module(s).

evenings and weekends).

Travel may be required to other MTA locations or other external sites.

According to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including those concerning veteran status and individuals with disabilities.