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 US Benefits and Benefits Administration.
Proven ability to manage SLAs, operational metrics, and client performance measures.
Solid stakeholder management and client communication skills.
Ability to lead teams, manage workloads, and drive capability building.
Strong working knowledge of MS Office applications (Excel, Word, PowerPoint).
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 acts as a key point of contact for clients, Third-Party Administrators, and internal Shared Services, proactively managing client operations metrics and responding to client requests using effective communication. The role requires strong understanding of client contractual agreements, 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 wit