Operations Manager

Job Description

UL Solutions is committed to making the world safer, more secure and more sustainable. With more than 15,000 employees across 35+ countries, our strength comes from deep technical expertise and a shared purpose. As we build our new Global People Operations team, we are introducing a critical role to modernise and elevate how benefits administration is delivered across the organisation.

The Benefits Operations Manager will lead the operational delivery, optimisation and evolution of our benefits administration processes within People Operations (excluding US/Canada). This role will define the benefits administration strategy, build a multiyear roadmap, and lead the execution of end‑to‑end improvements across countries. You will focus on standardising work, improving service quality, reducing manual effort, and ensuring a seamless employee experience across our global benefits programmes.

• Develop a global benefits administration strategy and multiyear roadmap that aligns with Total Rewards objectives and People Operations standards.
• Establish a clear operating model for how benefits administration is delivered across countries, including roles, responsibilities and service boundaries.
• Identify opportunities to centralise, simplify and modernise processes, balancing global consistency with local regulatory needs.

• Lead and manage the benefits administration work that sits within People Operations, ensuring accurate, timely and compliant delivery across all in‑scope countries.
• Oversee day‑to‑day operations including enrolments, life events, corrections, escalations, audits and vendor interactions.
• Build standard operating procedures, workflows and documentation that support consistency and scalability.

• Assess current processes to identify pain points, manual work, data quality issues and decentralised practices.
• Lead transformation initiatives to automate and streamline work using HR system capabilities, integrations, self‑service tools, case management, dashboards and workflows.
• Partner closely with HRIS and Total Rewards to improve self‑service and system capabilities, resolve defects, enhance data flow and optimise configuration.

• Ensure benefits administration processes adhere to global standards and local legal, tax and regulatory requirements.
• Partner with Compliance, Legal and Total Rewards to proactively identify risks and implement controls.
• Conduct periodic audits and reporting to validate accuracy and mitigate operational risk.

• Serve as the operational liaison to Total Rewards to support program design, annual enrolments, vendor relationships and employee communications.
• Partner with Payroll to ensure accurate deduction processing and timely issue resolution.
• Work with Regional People Operations teams to transition work into the global model, ensuring smooth handovers and clear change management.

• Develop and maintain benefits operations KPIs and dashboards to measure quality, service levels, cycle times, error rates and employee satisfaction.
• Use insights to drive continuous improvement, inform investments and prioritise enhancements.
• Ensure service standards and SLAs are clearly defined, monitored and met.
• Conduct and analyse surveys on benefits programmes of other employers and inform management of trends and developments.
• Research, develop, and implement new and modified benefits plans, programmes and policies and cost‑saving measures.
• Act as liaison with insurance carriers, actuaries, benefits consultants, and other agencies.
• Select consultants and other service providers.
• Respond to and resolve employee complaints and appeals regarding benefits plan provisions and advise, approve or deny exception requests.
• Manage the performance of direct reports by developing accountabilities, establishing performance objectives, providing feedback and guidance and ensuring that all policies are understood and adhered to.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical…