North America Benefits & Leave Administration Manager

Job Description

Job Description

The Manager, North America Benefits & Leave Administration is responsible for overseeing the delivery, governance, and performance of outsourced benefits and leave administration services across the United States and Canada. This role serves as the primary internal owner of the employee experience related to Health & Welfare, Retirement, and Leave programs, ensuring vendor partners deliver high-quality, compliant, and employee-focused services.

The position provides leadership for benefits and leave escalations, vendor performance management, operational compliance, service delivery oversight, and continuous improvement activities. The Manager partners closely with Total Rewards, Payroll, HR Operations, People Systems, business leaders, and third-party vendors to ensure employees receive timely and effective support while maintaining compliance with applicable regulatory requirements.

Responsibilities

Benefits & Leave Service Delivery Management
· Oversee the employee experience associated with outsourced Health & Welfare, Retirement, Disability, and Leave Administration programs.
· Serve as the internal owner of benefits, retirement, and leave administration service delivery for employees across the United States and Canada.
· Monitor service delivery performance, employee feedback, case trends, and operational metrics to ensure a high-quality employee experience.
· Identify and address service gaps, operational risks, and improvement opportunities related to benefits, retirement, and leave administration.

Employee Escalation Management
· Act as the primary point of escalation for complex, sensitive, or high-impact issues related to Health & Welfare benefits, retirement plans, leave administration, disability programs, and vendor-supported services.
· Partner with vendors, Payroll, HR Operations, People Systems, and HR leadership to resolve employee concerns requiring elevated support.
· Advocate for employees and ensure timely resolution of escalated issues.
· Monitor escalation trends and implement corrective actions where needed.

Vendor Management & Accountability
· Manage operational relationships with benefits administration, leave administration, disability, and related service providers.
· Establish and monitor service delivery expectations, performance metrics, service-level agreements, and operational commitments.
· Conduct regular reviews of vendor performance, operational trends, and employee experience outcomes.
· Hold vendors accountable for contractual obligations, service quality, compliance requirements, and performance commitments.
· Partner with benefits administration, retirement administration, leave administration, disability, and related service providers to address operational issues, improve service delivery, and enhance employee experience.

Compliance & Governance
· Provide compliance oversight activities associated with Health & Welfare, Retirement, and Leave Administration programs, including applicable regulatory, reporting, and fiduciary support requirements.
· Partner with Total Rewards, Legal, Payroll, and HR leadership to ensure vendor-supported programs align with applicable regulatory requirements.
· Support audits, compliance reviews, regulatory reporting, and governance activities.
· Monitor changes in legislation and program requirements that may impact service delivery or operational processes.
· Maintain operational controls and documentation supporting compliance and risk mitigation efforts.

Qualifications
· Bachelor's degree in Human Resources, Business Administration, or related field.
· 7+ years of progressive experience in benefits administration, leave administration, HR operations, or shared services.
· 5+ years of people leadership experience.
· Strong knowledge of health and welfare benefits, retirement programs, leave administration, regulatory compliance, and operational governance spanning both US and Canada.
· Experience managing third-party administrators, outsourced service providers, and vendor performance.
· Experience with Flexible Benefit Plan administration
· Experience working in a service-oriented, employee-facing environment.
· Strong problem-solving, communication, and stakeholder management skills.

• All candidates mut reside within 50 miles of Montreal, Can
  Preferred Qualifications
  · Experience supporting both U.S. and Canadian benefits and leave programs.
  · Experience managing outsourced benefit and leave administration vendors.
  · Experience with Workday, ServiceNow, and HR case management platforms.
  · Experience supporting industrial distribution, manufacturing, logistics, or operationally intensive workforces.
  · CEBS, SHRM-CP, SHRM-SCP, PHR, SPHR, or similar professional certification.
  · Experience with organizational transitions, integrations, or shared services environments.
  PHYSICAL DEMANDS: Work is performed in an office environment and
  
    DISCLAIMER:
  This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any time.
  
   

\nCompany Description

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with over 40 years of experience investing in people and companies. We offer medical, dental, vision, life insurance options, 401(k), weekly pay, and more.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

Company Description

Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with over 40 years of experience investing in people and companies. We offer medical, dental, vision, life insurance options, 401(k), weekly pay, and more.\r\n\r\nJohnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.