Benefits Administration Manager - Global Industrial

Job Summary The Benefits Administration Manager is responsible for overseeing the operational delivery, governance, and performance of outsourced Health & Welfare and Retirement administration programs across the United States and Canada. This role serves as a key point of escalation for complex employee issues and is accountable for ensuring vendor partners deliver a compliant, efficient, and employee-focused service experience.

The position partners closely with Total Rewards, Payroll, HR Operations, People Systems, Legal, Finance, and external vendors to support benefits administration operations, vendor performance management, employee issue resolution, compliance oversight, and continuous improvement initiatives. The Benefits Administration Manager plays a critical role in protecting the employee experience while ensuring benefit administration partners meet established service, quality, and compliance expectations

Responsibilities

Benefits Service Delivery Management
· Serve as the internal owner for operational service delivery related to Health & Welfare and Retirement administration programs.
· Monitor service delivery performance, employee feedback, operational metrics, and service trends to ensure a high-quality employee experience.
· Identify and address service delivery gaps, operational risks, and improvement opportunities.
· Support annual enrollment activities and benefits-related operational initiatives.

Employee Escalation Management
· Serve as the primary point of escalation for complex or sensitive issues related to Health & Welfare benefits, retirement plans, vendor administration activities, and employee support concerns.
· Partner with vendors, Payroll, HR Operations, People Systems, and Total Rewards to resolve employee issues requiring elevated support.
· Advocate for employees and drive timely resolution of escalated matters.
· Monitor escalation trends and recommend process or service delivery improvements

Vendor Management & Accountability
· Manage day-to-day operational relationships with benefits administration and retirement administration vendors.
· Monitor vendor performance against service-level agreements, contractual commitments, and key performance indicators.
· Conduct operational reviews and analyze vendor performance trends.
· Hold vendors accountable for service quality, issue resolution, compliance obligations, and employee experience outcomes.
· Partner with vendors to implement corrective action plans and continuous improvement opportunities.

Compliance & Governance
· Support compliance oversight activities associated with Health & Welfare and Retirement programs, including applicable regulatory, fiduciary, reporting, and audit requirements.
· Partner with Total Rewards, Legal, Payroll, and Finance to support compliance initiatives and governance activities.
· Assist with audits, reporting obligations, vendor compliance reviews, and operational risk assessments.
· Monitor legislative and regulatory changes affecting benefit administration operations.
· Maintain documentation, controls, and operational procedures supporting compliance and risk management.

Qualifications
· Bachelor's degree in Human Resources, Business Administration, or related field.
· 5+ years of experience supporting benefits administration, retirement administration, HR Operations, Shared Services, or Total Rewards functions.
· Strong knowledge of Health & Welfare benefits, retirement plans, benefit administration processes, and related compliance requirements.
· Experience managing third-party administrators and outsourced service providers.
· Experience supporting vendor governance, service-level management, and escalation resolution.
· Strong analytical, communication, problem-solving, and…