Benefit Operations Manager

Massachusetts General Hospital; Somerville (MA); Remote; USD 90,000 - 120,000; Full time

Job summary

Massachusetts General Hospital seeks a Benefits Operations Manager to provide strategic leadership in enhancing benefits operations efficiency. The role involves overseeing employee benefits administration, coaching a team, and aligning strategies with organizational goals, fostering a positive workplace culture. This position requires strong leadership, problem-solving skills, and experience in benefits management.

Qualifications

• 5-7 years of experience in benefit operations.
• 1-2 years of management experience required.
• Experience with relevant software is a plus.

Responsibilities

• Provide strategic leadership in benefits operations.
• Optimize benefits delivery and support team development.
• Ensure compliance with regulations and operational excellence.

Skills

Strategic thinking

Decision-making

Leadership

Problem-solving

Analytical skills

Communication

Interpersonal skills

Education

Bachelor's Degree or Related Field of Study

Tools

UKG

Workday

Service Now

Job description

Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

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

Qualifications

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.

Education
Bachelor's Degree or Related Field of Study preferred

Can this role accept experience in lieu of a degree? Yes

Experience

Experience in benefit operations or a related field: 5-7 years required

Experience in a management role: 1-2 years required

Knowledge, 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.

Additional Job Details (if applicable)

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

Mass General Brigham Incorporated is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.