Job description
This is an exciting opportunity to be a key contributing member of the Colleague Services (CS) organization within the Colleague Experience Group (CEG). Reporting to the Director, Americas Benefits Servicing, this role is responsible for the servicing and operational aspects of health, welfare, and retirement benefits programs across the LAC region, including business-as-usual processes and key projects. The role leads a small team of colleagues and is accountable for executing strategic priorities, driving continuous operational improvements, and enhancing the colleague experience.
We are seeking an experienced, service-minded professional with strong knowledge of retirement and/or benefit plan operations. The successful candidate must be able to collaborate effectively across functions, manage confidential information with discretion, and demonstrate the flexibility and adaptability required in a fast-paced environment with changing business priorities.
Skills Required:
Strong people leadership skills, including coaching, mentoring, motivating, and developing individuals and teams.
Strong business partnership and stakeholder management skills, with the ability to collaborate and influence across internal and external teams.
Ability to identify, design, and drive process improvements that enhance colleague experience and operational effectiveness.
Excellent analytical, problem-solving, and customer service skills, with the ability to resolve conflict directly and empathetically.
Strong oral and written communication skills, including the ability to simplify and communicate complex messages effectively.
Ability to oversee and manage multiple priorities effectively.
Self-starter with a high degree of personal accountability, flexibility, and ability to work independently in a fast-paced environment.
Strong attention to detail and a focus on high-quality execution.
Strong ethics and discretion in handling confidential information.
Inclusive and global mindset that values diverse ideas, challenges the status quo, and balances global consistency with local needs.
Qualifications:
Bachelor's degree or equivalent relevant experience.
Minimum of ten years of experience in HR operations, benefits administration/operations, or a related field.
Strong knowledge of benefits and pension/retirement plan concepts and regulations in the LAC region.
Demonstrated experience leading operations teams responsible for end-to-end benefits administration and support, including experience in a multinational matrix environment.
Demonstrated experience managing complex or large-scale projects, change initiatives, and process implementations.
Experience with agile ways of working and project management disciplines preferred.
Full bilingual proficiency in English and Spanish preferred.
Knowledge of business applications such as Microsoft Office products and Salesforce.
Lead and oversee health, wellness, and retirement benefits servicing across the LAC region, with a focus on improving end-to-end processes, efficiency, and colleague experience.
Lead, coach, and develop a team of analysts to deliver timely, accurate, and compliant benefits services while fostering operational excellence and customer focus.
Ensure compliance with applicable local laws, regulations, policies, and requirements related to benefit programs, including Pension Plans, Savings Funds, Meal Vouchers, and vendor invoices.
Lead and execute key business priorities and projects, including implementations, automation, modernization, process improvements, and change initiatives.
Oversee vendor partners to ensure service quality, performance metrics, contractual obligations, and corrective action plans are effectively managed.
Establish and maintain consistent processes, tools, quality assurance practices, standard operating procedures (SOPs), and desk instructions to support reliable and compliant service delivery.
Maintain strong process governance, controls, and performance measurement to mitigate risk, support compliance, and strengthen business continuity resilience.
Serve as a subject matter expert (SME) and escalation point, driving timely resolution of complex benefit plan and servicing issues in partnership with key stakeholders.
Lead internal and external benefits administration audits and ensure timely closure of management action plans.
Coordinate and track operational deliverables to ensure commitments are completed accurately and within established timeframes.
Partner with Colleague Total Rewards and Well-being, Payroll, Colleague & Labor Relations, Colleague Strategic Partners, Legal, Finance, and other stakeholders to deliver a strong colleague value proposition across the region.