Manager, North America Benefits Operations

About the role

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.

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.
• Cook up 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.

Qualifications

• 5+ years of experience in benefits operations, HR shared services, or related field.
• Proven experience leading teams and managing operational workloads.
• Strong problem-solving skills with the ability to manage escalations effectively.
• Preferred experience supporting multi-country operations (US, Canada, Puerto Rico).
• Experience working with third-party benefits administrators.
• Familiarity with shared services or global services models.