Manager, North America Benefits Operations
About The Position
We are searching for the best talent for a Manager, North America Benefits Operations located in Tampa, FL or New Brunswick, NJ. The Manager, North America Benefits Operations is responsible for the day-to-day execution and operational management of benefits and retirement programs across the United States, Canada, and Puerto Rico. This role ensures consistent, high-quality service delivery by leading a team of analysts and partnering closely with vendors and internal stakeholders. Reporting to the Senior Manager, Americas Benefits Operations, this role plays a critical part in translating strategy into execution, managing operational workflows, resolving escalations, and ensuring compliance with service level agreements (SLAs). The Manager will drive operational excellence, enhance employee and retiree experience, and maintain strong alignment with Total Rewards and Global Services priorities, consistent with the broader Americas operating model.
Requirements
- 5+ years of experience in benefits operations, HR shared services, or related field
- Experience in health & welfare and retirement plan administration
- Proven experience leading teams and managing operational workloads
- Strong problem-solving skills with the ability to manage escalations effectively
Nice To Haves
- Experience supporting multi-country operations (US, Canada, Puerto Rico)
- Experience working with third-party benefits administrators
- Familiarity with shared services or global services models
Responsibilities
- Manage the day-to-day delivery of benefits and retirement operations across North America (US, Canada, Puerto Rico).
- Ensure accurate, timely, and compliant administration of health & welfare, retirement, and related programs.
- Partner with vendors and internal teams to resolve operational issues and maintain high service standards.
- Monitor transaction processing, case management, and service delivery workflows to ensure effectiveness and consistency.
- Lead, coach, and develop a team of Benefits Operations Analysts.
- Set clear priorities, allocate workload, and ensure efficient task execution aligned to business needs.
- Monitor team performance, provide regular feedback, and support capability development.
- Foster a collaborative, accountable, and customer-focused team environment aligned with organizational values.
- Act as the primary escalation point for complex or sensitive benefits and retirement issues.
- Drive timely and effective resolution of employee and retiree service concerns.
- Monitor service level agreements (SLAs) and operational metrics.
- Ensure consistent communication and follow-through on escalations with stakeholders and vendors.
- Partner with third-party administrators and vendors to ensure seamless service execution.
- Support vendor performance management by monitoring service quality, responsiveness, and adherence to SLAs.
- Coordinate with the Senior Manager on vendor governance activities and improvement initiatives.
- Ensure alignment between vendor processes and internal operational requirements.
- Ensure adherence to company policies, regulatory requirements, and internal controls across all benefits operations.
- Support audit activities, including SOX controls, documentation, and issue remediation.
- Maintain accurate documentation of processes and standard operating procedures.
- Identify opportunities to improve processes, enhance efficiency, and improve employee experience.
- Leverage data and feedback to recommend and implement operational enhancements.
- Support broader Americas benefits operations initiatives led by the Senior Manager.
Benefits
- Vacation –120 hours per calendar year
- Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
- Holiday pay, including Floating Holidays –13 days per calendar year
- Work, Personal and Family Time - up to 40 hours per calendar year
- Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
- Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
- Caregiver Leave – 80 hours in a 52-week rolling period
- Volunteer Leave – 32 hours per calendar year
- Military Spouse Time-Off – 80 hours per calendar year
- Consolidated retirement plan (pension)
- Savings plan (401(k))
- Long-term incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
