Senior Operations Analyst

***This position is represented by the Transportation Communications Union (TCU)***

Opening:

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.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Position Objective:

The purpose of this position is to administer and support activities and process transactions forthe Benefit Operations department.  The Senior Operations Analyst (Benefits) position is also responsible for coaching less experienced team members and providing guidance on process/area procedures.

Responsibilities:

• Gather, validate, and maintain data and other transaction inputs.
• Gather forms and track status.
• Enter transactions in PeopleSoft and the service request management tool.
• Retrieve, index, and review scanned documents and forms.
• Provide satisfactory customer service by receiving, analyzing, researching, and seeking resolutions to assigned inquiries.
• Integrate across Center of Excellence (COE) teams to document, research, and resolve basic issues and errors as assigned.
• Understand when to resolve or escalate issues to supervisor/direct manager.
• Perform/support cyclical processing and period-end activities.
• Complete assignments as delegated by supervisor/direct manager.
• Comply with MTA and departmental policies, practices, and procedures.
• Develop and update operating procedures and training materials as needed.
• Understand the MTA and departmental vision including how individual responsibilities fit into long-term strategies.
• Track and report status of work.
• Maintain appropriate level of process, functional, and technical knowledge and participate in training to continue to develop such knowledge.
• Support other team members as appropriate.
• Adhere to team budget.
• Identify and implement continuous improvement initiatives as assigned.
• Participate in user groups as necessary.
• Identify and document input to knowledge management tool.
• Support additional benefits functions as needed, i.e., UCM, Siebel, etc.
• Support development, negotiation, and updates to Service Level Agreement.
• Monitor assignment quality and service delivery against agreed-to Service Level Agreement and Key Performance Indicator targets.
• Run reports to manage, monitor, and provide HR/Benefits metrics.
• Conduct in-person and/or virtual Open Enrollment sessions, pre-retirement seminars, post-retirement meetings, new hire orientations, union-specific meetings, health fairs, and information seminars for all agencies at various locations.

Required Qualifications:

• Possess specific work experience for HR/Benefits.
• Working knowledge and use of PeopleSoft or related database software.
• Ability to work in a team environment.
• Ability to process requests consistently with general supervision.
• Ability to assess problems and promptly resolve or identify the appropriate team to resolve. 
• Strong oral and written communication skills.
• Strong interpersonal skills with the ability to work with and collaborate across the COE at all levels within and outside the organization.
• Strong time management skills and ability to manage individual assignments.
• Strong attention to detail. 
• Ability to handle sensitive situations and maintain a high degree of confidentiality.

Preferred Qualifications:

• Understanding of MTA HR/Benefits policies and procedures.
• 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 (e.g., MS Outlook, MS Office applications) and web-based applications.

Required Education and Experience:

• Four (4) years of experience in human resources, benefits processing, pensions, customer service, or a related field.
• High School Diploma or GED.

Preferred Education and Experience:

• Bachelor's or Associate's degree with relevant experience in Business or a related field.
• Shared Services experience.

Other Information

May need to work outside of normal work hours (i.e., 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”).

Equal Employment Opportunity

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

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.