Responsible for providing strategic leadership in the development and implementation of initiatives that enhance the efficiency and effectiveness of benefits operations at Mass General Brigham. This role combines operational excellence with leadership, ensuring employees receive a seamless customer experience while fostering a motivated and engaged team.
Serving as a strategic business partner across the Mass General Brigham system, the Benefits Operations Manager drives the organization's mission and vision by overseeing the administration and execution of employee benefits such as health and welfare benefits, retirement plans and accrual programs. The role leads a team of benefits professionals, addressing concerns, promoting engagement, and cultivating a positive workplace culture.
Key responsibilities include aligning operational strategies with MGB's organizational goals and workforce needs, optimizing benefits delivery, and coaching team members to support their professional growth and development. By driving continuous improvement and ensuring compliance, this position plays a vital role in shaping a supportive and effective benefits program for employees
Key Responsibilities
- Engage and support the team through regular 1:1 meetings, team discussions, goal-setting, and metric reviews.
- Provide coaching and ensure timely completion of performance evaluations.
- Oversee staffing decisions, including onboarding, offboarding, and workforce planning, while managing departmental budgets.
- Establish, implement and monitor standard operating procedures to ensure the effective operations of the benefit operation responsibilities and ensure compliance with government regulations, contract requirements and company policies.
- Hold vendors accountable for performance guarantees, conduct routine and annual meetings, address concerns, and manage contract updates.
- Oversee case resolution to ensure adherence to SLAs, identify trends and issues, and rebalance workloads to maintain efficiency.
- Lead service recovery efforts by analyzing problem areas and driving process improvements to enhance service quality.
- Track deadlines, update project schedules, and support the team in prioritizing work to meet business objectives.
- Lead implementations and provide subject matter expertise for systemwide initiatives.
- Actively contribute to the Claims Committee by reviewing cases, ensuring fair, efficient and compliant resolutions and providing feedback to vendors and the Benefit team based on decisions to enhance the customer experience.
- Partner with Benefit Center of Expertise, Local Human Resources, Finance, Legal, Employee/Labor Relations and other key departments to effectively implement, streamline, and enhance benefit operations, driving alignment with organizational goals and employee needs.
- Performs other duties as assigned.
- Complies with all policies and standards.
EducationBachelor's Degree or Related Field of Study preferredCan this role accept experience in lieu of a degree? YesExperience
Experience in benefit operations or a related field: 5-7 years required
Experience in a management role: 1-2 years requiredKnowledge, Skills and Abilities
- Strategic thinker with a continuous improvement approach to completing work.
- Ability to operate at both a high strategic level as well as taking a very "hands-on" role in execution.
- Strong decision-making and leadership skills.
- Ability to build and manage high-performing teams.
- Ability to lead change management efforts while respecting the organization's culture.
- Experience with Mass General Brigham software, such as UKG, Workday, and Service Now.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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Mass General Brigham (Enterprise Services)
Jun 13, 2025