Service Center

The Senior Manager, Benefits Administration will build and lead Caliber's new benefits administration team. This position is responsible for leading the day-to-day administration and operational delivery of the organization’s employee benefits programs, and leave programs for 31,000+ teammates, most of them hourly technicians and center staff across 40+ states. This role ensures benefits are administered accurately, efficiently, consistently, and in compliance with applicable regulations and company policies. The Senior Manager oversees benefits administration processes, eligibility and enrollment, benefits systems, vendor relationships, data integrity, compliance activities, issue resolution, and continuous process improvement. The role partners closely with HR, Payroll, HRIS, Finance, Legal, vendors, and other business partners to ensure effective and seamless benefits administration.

KEY RESPONSIBILITIES:

Build and Lead the Team

• Design the structure, roles and hiring plan for the benefits administration function, then recruit and develop the team.
• Set clear service standards, workflows and documented procedures (SOPs) the team runs against.
• Coach and develop direct reports; build bench strength for growth.

Benefits Administration & Operations

• Own end-to-end administration of medical, dental, vision, life, disability, spending accounts, voluntary benefits, and leave programs.
• Own the teammate experience including contact center performance, microsite, and ticketing.
• Lead annual open enrollment for a largely hourly, field-based workforce, including communications, system configuration, testing and post-enrollment audits.
• Oversee eligibility, new-hire and life-event enrollment, dependent verification, COBRA, and escalated teammate issues through resolution.
• Manage benefits deductions and reconciliations with Payroll; own monthly carrier invoice reconciliation and billing accuracy.
• Ensure accurate and timely processing of employee benefit transactions.
• Establish and maintain consistent benefits administration processes and procedures.
• Monitor administrative activities and resolve operational issues and escalations.
• Maintain accurate benefits records and documentation.
• Ensure benefits processes are consistently applied across employee populations.

Benefits Systems & Technology

• Own benefits configuration in the HRIS and benefits administration platform, and the carrier and vendor EDI file feeds.
• Partner with HRIS, Payroll, IT, and vendors to maintain effective system integrations.
• Coordinate system configuration, testing, updates, and enhancements.
• Monitor system data integrity and resolve discrepancies.
• Identify opportunities to automate manual administrative processes.
• Develop and maintain system procedures and documentation.

Vendor Management

• Manage day-to-day relationships with benefits carriers, administrators, consultants, and other vendors.
• Monitor vendor service levels and administrative performance.
• Coordinate issue resolution and escalations with external partners.
• Conduct regular vendor performance reviews.
• Support vendor implementations, transitions, renewals, and system updates. Ensure vendors meet contractual service requirements.

Compliance & Administration

• Ensure benefits administration activities comply with applicable federal and state regulations and company policies.
• Support administration related to ERISA, COBRA, HIPAA, ACA, Section 125, and state and local leave and benefit mandates other applicable requirements across all Caliber states.
• Own ACA measurement and tracking for variable-hour teammates and annual 1094-C/1095-C reporting.
• Coordinate Form 5500 filings, plan documents and SPDs, nondiscrimination testing, and required notices; support audits.
• Maintain required records and documentation.
• Coordinate responses to benefits-related audits and compliance reviews.
• Identify and address administrative compliance issues.
• Partner with Legal, Compliance, Payroll, and external advisors as needed.

Annual Enrollment

• Lead the operational execution of the annual benefits enrollment process.
• Coordinate enrollment timelines, system configuration, testing, and vendor activities.
• Ensure enrollment materials and systems are accurate and available to employees.
• Monitor enrollment activity and resolve employee issues.
• Reconcile enrollment information and ensure accurate transmission to benefit vendors.

Teammate Support & Service Delivery

• Oversee resolution of complex and escalated benefits issues.
• Establish service standards and escalation procedures.
• Partner with HR Service Delivery and HR Business Partners to resolve employee inquiries.
• Monitor recurring issues and implement administrative improvements.
• Ensure employees receive accurate and timely benefits information.

Reporting & Data Management

• Maintain accurate benefits administration reports and metrics.
• Monitor enrollment, eligibility, deductions, vendor files, and benefits data.
• Reconcile benefits information between HR, benefits, payroll, and vendor systems.
• Identify and correct data discrepancies.
• Provide routine operational reporting to Benefits leadership.

Team Leadership

• Lead, coach, and develop Benefits Administration team members.
• Establish clear responsibilities, priorities, and performance expectations.
• Monitor team workload and service delivery.
• Ensure appropriate coverage and continuity of benefits administration activities.
• Foster a culture of accountability, collaboration, accuracy, and customer service.

Process Improvement

• Evaluate existing benefits administration processes for accuracy and efficiency.
• Standardize processes and procedures where appropriate.
• Eliminate unnecessary manual activities and administrative redundancies.
• Implement process improvements that enhance accuracy, efficiency, and employee service.
• Maintain current standard operating procedures and process documentation.

Growth and integration

• Lead benefits integration for acquired and newly opened centers, including plan mapping, enrollment and data conversion.
• Partner with the Head of Total Rewards on plan design, renewals and cost-management initiatives by supplying data and operational insight.
• Partner with HR Business Partners, Payroll, Legal, Finance and Field Operations leaders.

Required Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or related field.
• 8+ years of progressive experience in benefits administration, employee benefits, HR operations, or related experience.
• Experience administering benefits programs within a large or complex organization.
• Strong knowledge of U.S. health and welfare benefits.
• Experience managing benefits vendors and third-party administrators.
• Experience with benefits administration systems and HRIS platforms.
• Knowledge of applicable benefits regulations and compliance requirements.
• Demonstrated experience leading benefits administration projects and process improvements.
• Strong analytical, organizational, communication, and problem-solving skills.
• Ability to manage multiple priorities and meet critical deadlines.

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. 

Must be eligible to work in the U.S. with no restrictions.