Operations Manager

Identify and help resolve issues, including providing support and guidance to employee escalations on benefit related topics, and working with internal employee support teams to manage appeals and exceptions.
• Work with benefit vendors to ensure existing and new administrative processes provide a consistent, frustration-free employee experience, in accordance with compliance standards and integrated with other vendors when applicable.
• People Management: Lead a team of BSS dedicated to specific region.
• Travel domestically/globally on a periodic basis as needed.
• Define and monitor benefits administration Critical to Quality (CTQs) metrics, perform root cause analysis on defects and implement remediating actions.
• Develop and execute change management strategies for benefits delivery and operational activities, including launching and integrating new or modified benefits plans, processes and vendors.
• Deliver project management support on complex benefit initiatives, including translating business needs into project plans, gathering customer requirements, conducting impact assessments, and defining milestones, timelines, deliverables and quality standards.