AVP - Benefits Operations

Main Purpose of the Role:

The Benefits AVP will lead and oversee benefits administration and operations for APAC, with accountability for ensuring efficient delivery of end-to-end benefits processes, strong governance, and high-quality employee experience. This role will manage day-to-day benefits operations, including transaction activities and employee query management, while driving process standardisation, vendor performance, and alignment with regional and global benefits strategy.

The role will also provide leadership to the Benefits Analyst(s), ensuring operational excellence, risk management, and continuous process improvement

Key Responsibilities:

Benefits Operations & Service Delivery:

• Oversee end-to-end benefits administration, including enrolment, lifecycle changes, and terminations, ensuring accuracy and timeliness of transactions.
• Ensure effective delivery of benefits services, including employee query handling and case resolution.
• Monitor service levels and operational metrics (e.g., turnaround time, query resolution, accuracy).
• Ensure a seamless employee experience across all benefits touchpoints.

Team Management & Oversight:

• Manage and provide guidance to Benefits Analyst(s), ensuring quality, productivity, and adherence to service standards.
• Review and validate complex or high-risk benefits transactions.
• Provide training, coaching, and development to team members.
• Allocate workload and ensure adequate coverage for operational activities.

Vendor & Stakeholder Management:

• Manage relationships with external benefits providers, brokers, and administrators.
• Monitor vendor performance against SLAs, KPIs, and service expectations.
• Drive resolution of escalations and service issues with vendors.
• Partner closely with HR, Payroll, Finance, and regional/global benefits teams.

Governance, Compliance & Risk Management:

• Ensure all benefits processes comply with internal policies, governance frameworks, and local regulatory requirements.
• Maintain strong internal controls, audit readiness, and documentation for all benefits activities.
• Support internal and external audits, including SOX-related controls where applicable.
• Ensure data privacy and confidentiality standards are adhered to in all benefits processes.

Process Improvement & Transformation:

• Identify and implement process improvements to enhance efficiency, reduce risk, and improve employee experience.
• Drive standardization and automation of benefits processes where feasible.
• Support implementation of new benefits programs, system enhancements, or process changes.
• Maintain and update Standard Operating Procedures (SOPs) and process documentation.

Regional & Strategic Support:

• Support regional APAC benefits initiatives, including program harmonization and vendor consolidation efforts.
• Provide insights and reporting on benefits utilisation, trends, and costs.
• Contribute to benefits renewals, annual enrolment, and policy reviews.
• Act as a key interface between local operations and regional/global benefits teams.

Skills and Experience:

• 610 years of experience in benefits administration or HR operations, preferably within a multinational organization.
• Prior experience managing or supervising a team is preferred.
• Strong knowledge of employee benefits practices in APAC.
• Experience with HRIS, benefits platforms, and vendor management.
• Strong leadership and team management capabilities.
• Solid understanding of benefits operations, controls, and governance.
• High attention to detail and strong risk awareness.
• Ability to manage complex issues and escalations effectively.
• Strong stakeholder management and communication skills.
• Analytical mindset with experience in reporting and data interpretation.
• Customer-focused approach with commitment to service excellence.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Education / Qualifications: Preferred: Bachelors degree in Human Resources, Business Administration, Finance, or related field.

Personal Requirements:

• High accuracy and timeliness in benefits operations.
• Effective management and development of team members.
• Strong vendor performance and SLA adherence.
• Positive employee experience and query resolution outcomes.
• Compliance with internal controls and audit requirements.
• Successful delivery of process improvements and operational efficiencies.
• Experience in a shared services or centralized HR operating model.
• Familiarity with audit frameworks, controls, and compliance standards.
• Experience driving process improvement or transformation initiatives.
• Ability to operate in a fast-paced, matrixed, and regional environment.