VP - Benefits Operations

Main Purpose of the Role:

Lead and oversee the MGS Benefits team responsible for the delivery of benefits administration and operational support services across the EMEA, APAC and North America regions. Ensure the effective execution of benefits processes, governance, data management and employee support activities relating to health, risk retirement and wellbeing programs.

Act as the operational center of excellence for benefits, providing leadership, oversight and continuous improvement of benefits administration, vendor coordination, reporting and service delivery. Partner closely with the regional Benefits teams, HR, vendors and internal stakeholders to drive operational excellence, enhance employee experience, ensure data integrity and identify opportunities for process standardisation and efficiency.

Key Responsibilities:

• Lead and manage the MGS Benefits team supporting EMEA, APAC and North America benefits operations, ensuring delivery against agreed service levels, quality standards and business objectives.
• Oversee the administration of employee benefit programs including, but not limited to, private medical, life insurance, disability benefits, retirement/pension plans, flex benefits and wellbeing programs.
• Provide day to day leadership, coaching and development for Benefits team members, ensuring effective workload management, capability building and succession planning.
• Act as the escalation point to determine best course of action for complex tier 2 benefits queries.
• Oversee benefits training delivered to AskHR.
• Ensure the accurate maintenance, validation and governance of benefits data across HR systems, vendor platforms and reporting tools.
• Oversee the administration and ongoing management of benefits data within the Global Insights platform, ensuring data quality, reporting accuracy and compliance with governance standards.
• Drive continuous improvement initiatives by identifying opportunities for process optimization, automation, standardisation and service enhancement across benefits operations.
• Develop, maintain and document standard operating procedures, controls and process documentation to support a consistent and scalable service model.
• Partner with regional Benefits teams to support annual benefits activities including enrolments, renewals, employee communications, training and vendor management activities.
• Coordinate and oversee benefits-related reporting, audits and compliance activities, ensuring adherence to local regulatory requirements, internal controls and governance standards.
• Support the implementation of new benefits programs, system enhancements and strategic benefits projects.
• Build and maintain effective relationships with internal stakeholders, HR teams, third arty vendors and regional Benefit leads to ensure seamless service delivery.
• Monitor operational performance through established metrics and reporting, providing insights and recommendations to improve effectiveness, employee experience and service outcomes.
• Champion a culture of operational excellence, continuous learning and customer service within the MGS benefits team.

Work Experience:

• Solid experience in human resources within a complex highly-regulated organization
• Financial services preferred
• Understanding of financial services or other regulatory environment a plus
• Previous HR Pension and Benefits experience required.

Skills and Experience:
Functional / Technical Competencies:

• Strong knowledge of employee benefits administration, including medical, life, disability, absence, pension, wellbeing and leave.
• Experience leading HR or benefits operations teams within a shared services or global business environment.
• Knowledge of EMEA, APAC and North America benefits processes and governance requirements.
• Strong stakeholder management and relationship-building skills.
• Experience managing employee and HR query resolution through service delivery channels.
• Strong analytical and problem-solving skills with the ability to identify process improvement opportunities.
• Experience working with HR systems, benefits platforms and data management tools.
• Ability to analyze benefits data and produce meaningful insights and reporting.
• Experience developing and implementing standard operating procedures and controls.
• Strong project management and change management capabilities.

Essential:

• Proven people leadership and team management experience.
• Strong organizational and prioritization skills.
• Excellent communication and influencing skills.
• Strong attention to detail and focus on data accuracy.
• Advanced excel and reporting skills.
• Customer-focused mindset with a commitment to service excellence.

Education / Qualifications:

Preferred University degree or equivalent experience.

Personal Requirements:

• Demonstrates collaborative and inclusive leadership.
• Communicates effectively with stakeholders at all levels.
• Takes ownership and accountability for delivering results
• Proactive and solution-oriented approach.
• Strong continuous improvement mindset.
• Adaptable and comfortable working in a fast-paced environment. Builds trust through integrity and professionalism.
• Able to manage competing priorities and deadlines.
• Demonstrates resilience and sound judgement under pressure.MM-MUFG-1333-VPBOEncourages knowledge sharing, teamwork and employee development.
• Customer and employee experience focused.