Description
Global Benefits Operations delivers benefits administration through consistent processes, reliable data, effective controls and responsive employee support. The Assistant Manager leads the assigned team across markets and time zones, translating approved benefit policies into accurate, timely and controlled operational delivery.
Purpose of the role: Own the day-to-day performance of the assigned benefits operations service, protecting employee benefit continuity and financial accuracy. Build a capable team, resolve operational escalations and improve processes through standardisation, simplification and automation in line with the global payroll and benefits strategy.
Financial responsibilities:
- Manage benefits purchase order creation, invoice validation and reconciliation within procurement requirements and delegated authority; coordinate timely payment with Finance and Accounts Payable.
- Reconcile vendor charges to approved rates, eligibility and enrolment data. Investigate discrepancies, recover or correct errors and escalate unresolved liabilities before service continuity is affected.
- Monitor assigned operational costs and spend against approved plans; provide variance insights and identify measurable efficiency opportunities.
Market complexity:
- Lead service delivery across the assigned markets, accommodating local benefit rules, enrolment calendars, currencies, languages, vendor arrangements and time zones.
- Coordinate accurate and timely joiner, mover and leaver data and benefit changes across Workday, benefit platforms, vendors and Payroll. Validate payroll-impacting deductions, allowances and taxable benefit inputs within agreed cut-offs.
- Partner with Reward, market HR, Payroll, Finance, Procurement, Tax and Digital teams to resolve dependencies and clarify ownership at process hand-offs.
Leadership responsibilities and capabilities:
- Lead Benefits Junior Managers and Case Specialists with clear accountabilities, work allocation, performance expectations and escalation routes.
- Plan capacity for routine activity and peak cycles; establish trained backups, maintain knowledge coverage and address capability gaps through coaching and development.
- Review service performance, aged cases, control exceptions and recurring failures. Hold team members and partners accountable for corrective actions and sustained results.
Core skills required:
- Benefits operations expertise – understand eligibility, enrolment, lifecycle changes and links to payroll, finance and employee experience.
- People leadership – plan work, coach colleagues, manage performance and build capability and backup coverage.
- Stakeholder management and communication – explain issues clearly, manage expectations and influence resolution across markets and functions.
- Analytical problem-solving and business acumen – investigate data and cost discrepancies, assess employee and financial impact and act on root causes.
- Governance and ethical judgement – apply controls, protect confidentiality and make proportionate decisions within delegated authority.
- Change agility and resilience – maintain operational discipline through competing priorities, peak cycles and process changes.
Digital and technical skills required:
- Practical experience with Workday or comparable HRIS, benefits administration platforms and case management systems.
- Advanced Excel capability, including formulas, pivot tables and reconciliation of data from multiple sources.
- Working knowledge of purchase order and invoice workflows, vendor reconciliation, access controls and secure employee data handling.
Qualifications and experience required:
- Bachelor’s degree in Human Resources, Business Administration, Finance or a related discipline, or equivalent relevant experience.
- Typically 8–10 years of progressive experience in benefits, HR operations or related payroll service delivery, including at least 2 years of team supervision or operational leadership.
- Demonstrated experience in benefits administration, vendor coordination, financial reconciliations and control execution in a multi-country or shared services environment.
- Proven ability to lead a team, resolve complex operational issues and deliver measurable service or process improvements.