Benefits Operations Manager

Note: Interested candidate can share Resume on below mention mail

Subject line - Application for BOM - Wealth

Email ID - [email removed]

Job Description:

Designation-Benefits Operations Manager (BOM)

Key Expectations

• Own and manage overall operational performance for assigned client(s).
• Consistently meet or exceed contractual performance standards and SLAs.
• Ensure on time, high quality delivery of all ongoing work to plan sponsors and participants.
• Drive operational efficiency through process improvements and effective resource planning.
• Build strong client relationships and act as a trusted point of contact for clients and partners.
• Lead, coach, and develop team members to build a high performing operations team.

Required Skills

• Strong domain expertise in the US Pension, Benefits Administration.
• Proven ability to manage SLAs, operational metrics, and client performance measures.
• Strong stakeholder management and client communication skills.
• Ability to lead teams, manage workloads, and drive capability building.
• Analytical and critical thinking
• Accountability and ownership

Role Description

The Benefits Operations Manager (BOM) is accountable for managing operational performance for assigned client(s), ensuring that contractual performance standards and defined operational measures are consistently met or exceeded. The role is responsible for ensuring all ongoing work is delivered on time and with high quality to plan sponsors and plan participants.

The BOM owns operational delivery for assigned clients, ensures process integrity and governance, manages escalations, and coordinates across teams, technology, and shared services. The role requires a strong understanding of client contractual agreements, client satisfaction, operational stability, change governance, and risk management, performance measures, and plan provisions, and being recognized as a subject matter expert in the domain.

The incumbent leads and manages BOA workloads, including work allocation, SLA tracking, SOP review, and approval, identifying training and cross training opportunities, and driving transitions to Shared Services where applicable. The role also partners closely with technology teams to ensure timely project completion, quality testing, and overall project signoff.

In addition, the BOM drives continuous improvement through process optimization, capacity, and resource planning, and delivers client specific operational training while fostering a culture of trust, collaboration, and coaching within the team.

Key Responsibilities

Client & Operations Ownership

• Manage assigned benefits administration deliverables within defined SLAs (internal and external)
• Responsible for operations delivery for assigned clients in coordination with North America based colleagues
• Act as the client SME for complex, clientspecific requirements, processes, and interpretations
• Proactively identify operational risks and potential clientfacing issues and drive timely resolution

Escalation & Issue Management

• Act as escalation owner for client and participant issues
• Propose and take actions to resolve issues outside documented SOP scenarios
• Communicate with all stakeholders, significant risks or issues as required
• Create and ensure RCAs are completed, reviewed, and client ready
• Manage open defects in coordination with technology team members to ensure mitigation plans and impacted population cleanup are in place

SOPs & Governance

• Own and maintain SOPs for delivery processes
• Support governance for operational delivery quality

Projects

• Work with internal teams and clients to implement requirements for onetime and ongoing projects with operational impact
• Coordinate with Technology Managers and internal teams to document requirements related to:
• Plan provisions
• Administrative events
• Data interfaces
• Delivery channels
• Partner with Client Technology Managers (CTM) for acceptance testing execution

Stakeholder Communication

• Maintain regular communication with delivery team colleagues (North America and India) and external clients to share operational insights, project progress, risks and mitigation plans
• Co-facilitate internal operational delivery discussions (North America & India) communicating status of delivery, risk, and work allocations for the team.

Education & Experience Education:

• Graduate

Experience:

• Relevant 9+ years of experience in US Pension / Benefits Administration.
• Prior experience with Alight / Wipro(Alight account) is an added advantage
• Team Management - Mandate