Senior Manager, Operations – Americas

Senior Manager, Benefit Operations – Americas

We are searching for the best talent for a Senior Manager, Benefit Operations – Americas located in Tampa, FL or New Brunswick, NJ.

The Senior Manager, Benefit Operations – Americas is responsible for leading the delivery, governance, and continuous improvement of benefits operations across the North Americas and Latin America regions. This role ensures high-quality, consistent service delivery through effective leadership of a multi-regional team, management of third-party vendors, and strong partnerships with internal stakeholders across Global Services and Corporate Services Total Rewards.

The position plays a critical role in driving operational excellence, optimizing the employee and retiree experience, and ensuring alignment across multiple vendors and internal teams. The Senior Manager will lead a team of benefits operations professionals within the US and across Latin America and act as a key liaison between Vendors, Human Resources, Global Services, and Corporate Services Total Rewards.

Key Responsibilities

• Vendor Management & Strategic Partnerships (Primary Focus)
• Serve as the primary relationship owner for third-party benefit vendors across the Americas, ensuring strong, collaborative partnerships.
• Lead vendor governance, including performance management, service reviews, and ongoing alignment to service expectations and business priorities.
• Monitor and hold vendors accountable to service level agreements (SLAs), contractual obligations, and performance standards.
• Proactively identify opportunities to enhance vendor performance, improve service delivery, and optimize cost-efficiency.
• Partner closely with Corporate Services Total Rewards and Global Services stakeholders to ensure vendor strategies are aligned and integrated.
• Drive consistency and coordination across multiple vendors to deliver a seamless employee and retiree experience.

Service Delivery & Operations Management

• Oversee end-to-end delivery of benefits operations, including health and welfare, retirement, absence and disability management, and related services.
• Ensure operational continuity, compliance with company policies, and adherence to regional regulatory requirements.
• Partner with internal stakeholders and vendors to ensure accurate, timely, and high-quality service delivery across all programs.
• Monitor internal service performance metrics and implement corrective actions where needed.
• Lead and manage SOX controls and compliance for North America partnering with internal and external audit, Payroll and Global Services Human Resources.

Stakeholder Engagement & Collaboration

• Build and maintain strong working relationships with Global Services, Corporate Services Total Rewards, HR Business Partners, and other key internal stakeholders.
• Act as a trusted advisor and point of contact for benefits operations service delivery issues and improvements.
• Facilitate alignment across functions to ensure effective execution of benefits strategies and programs.
• Support communication and change management efforts related to operational and vendor changes.

Continuous Improvement & Experience Enhancement

• Identify and drive continuous improvement initiatives to enhance operational efficiency and employee experience.
• Lead resolution of service delivery issues, leveraging data and stakeholder feedback to implement sustainable solutions.
• Promote a culture of innovation, process optimization, and design thinking within the team and across vendor partners.
• Leverage insights and benchmarks to recommend improvements in service delivery models.

People Leadership & Team Development

• Lead, coach, and develop a team of benefits operations professionals to deliver high performance and strong employee engagement.
• Foster a collaborative, inclusive, and customer-focused team culture aligned with organizational values.
• Set clear priorities and goals, ensuring alignment with broader Global Services objectives.
• Enable talent development, succession planning, and capability building within the team.

Qualifications

Required

• Bachelor's degree
• 8–10+ years of experience in benefits operations, HR shared services, or a related operational…