Employee Benefits, Enterprise Lead

About the role

The Employee Benefits Enterprise Lead is an experienced operator, trusted by peers and influential in the adoption of new systems and ways of working. This individual serves as the connective tissue between the transition project team and front-line colleagues, translating strategy into practical execution.

Responsibilities

• Bridge Between Teams
• Acts as the liaison between the transition project team and end-users
• Communicates process changes clearly and translates technical jargon into practical steps
• Subject Matter Expertise
• Deep understanding of legacy processes to support optimization to new workflows
• Provides feedback during testing and pilots to ensure usability and desired outcomes
• Obtains data to provide analysis for process requirements
• Change Champion
• Advocates for the benefits of the new process
• Encourages adoption and proactively addresses resistance among peers
• Training & Support
• Conducts hands-on training sessions
• Offers real-time troubleshooting during go-live
• Business Decision
• Analyzes options and evaluates outcomes
• Makes decisions timely to maintain momentum and progress
• Communicates decisions clearly to impacted business partners
• Strategic & Operational Leadership
• Defines and drives strategic initiatives to enhance the overall client experience
• Evaluates and expands outsourcing opportunities to improve operational efficiency
• Establishes and leads a process design committee to govern, standardize, and provide national oversight for process changes
• Develops and implements professional standards for the EBG team to deliver a high-touch, white-glove client experience
• Pairs with the data team to design datasets and dashboards supporting quality assurance, governance, and professional standards initiatives

Qualifications

• Process Knowledge – Knows both legacy and new systems thoroughly
• Communication – Skilled at explaining complex changes in simple terms
• Problem-Solving – Quickly identifies issues and escalates critical ones
• Empathy – Understands user concerns and builds trust
• Adaptability – Comfortable with ambiguity and rapid change