Manager, Benefits Operations

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Position Summary

The Manager, Benefits Operations is a key member of People Services, responsible for the effective execution and administration of Bristol-Myers Squibb's (BMS) benefits and retirement programs across markets. This role plays a central role in managing and coordinating the administration of all company-sponsored health and welfare benefits and wellness programs for EMEA. It provides Tier 2 support and works collaboratively with internal People Services teams — including Payroll, Communications, HR Business Partners and Workforce Administration — as well as external partners such as benefit administrators, insurance carriers, vendors, and brokers. This role requires a high degree of independence, strong problem-solving skills, and the ability to drive process improvements and lead project teams when needed while being agile.

Key Responsibilities

• Oversee end-to-end operations of benefits programmes, including medical, pensions, dental, vision, life insurance, disability, wellness programs and all other ancillary plans, ensuring efficiency and a positive customer experience as the second level of expertise.
• Serve as a senior subject matter expert and consultant for others on the team and throughout People Services on all benefit operations activities.
• Partner with Benefit Strategists and product design to determine feasibility of proposed benefit additions or modifications; participate in implementation meetings providing SME knowledge for operationalisation of plans and processes.
• Implement operational changes; identify opportunities for process automation to reduce manual tasks and create streamlined, efficient processes.
• Oversee and monitor benefit-related activities: eligibility, enrolments, status changes, terminations, claims, provider portal updates, and payment processes.
• Manage renewals, enrolment windows, and annual activity calendars — including Annual Enrollment planning and execution — in partnership with internal and external stakeholders; analyze enrollment data to identify trends and opportunities for improvement.
• Find trends coming from employee feedback and experiences and identify the right solutions to meet business needs; monitor and analyze employee benefits utilization, costs and trends to identify opportunities for cost-saving, optimization and program improvements.
• Interpret, communicate, and document benefit plan provisions and processes contributing to continuous enhancement of workflows; review and make timely updates to employee reference materials and Knowledge Articles and work instructions in the internal data base and benefits system.
• Act as an escalation point for complex benefit issues, providing solutions and guidance; utilize ServiceNow to research and resolve Tier 2 benefit cases.
• Create and set controls over benefit utilizations and payments; prepare financial reports, create and manage purchase orders, and process, audit and reconcile invoicing for carriers and vendors.
• Specify and implement system changes, conduct testing, and train team members; lead implementations, enhancements, testing and deployment of BMS benefit plans and systems.
• Coordinate M&A activities for Benefit Operations (employee data load coordination, enrollment windows, M&A concessions, Prism reports, and historic archiving requirements).
• Collaborate with internal partners, carriers and vendors to create and deliver training resources, webinars, workshops and informational materials for benefits offerings.
• Stay informed about industry best practices, emerging trends and regulatory changes pertaining to benefit operations.

Requirements

Education:

• Bachelor's degree in Human Resources, Business Administration or related field, or equivalent experience.
• Professional certifications such as CIPD preferred.

Experience:

• Minimum of 5 years of hand on experience in benefits administration.
• Experience with self-insured benefit plans or large, complex benefits programs required; Medicare and retirement knowledge preferred.
• Experience with benefits administration software and HRIS platforms required; familiarity with Workday and Benifex preferred.
• Prior experience implementing new benefit technologies, upgrading systems and operational redesigns strongly preferred.
• Knowledge of HR policies, processes, and regional benefits-related legislation.
• Experience in fast-paced, complex environments managing multiple priorities.

Skills:

• Strong analytical skills and proficiency in Excel (VLOOKUPs, pivot tables) and Microsoft Office, with exceptional attention to detail and the ability to interpret and present complex benefits data.
• Excellent written and verbal communication skills, with the ability to break down and explain complex benefits information clearly to stakeholders at all levels.
• Project manager exposure
• Ability to network and collaborate across a global organization; works in a highly collaborative, multifunctional team environment and delivers on individual goals with minimal supervision.
• Continuous improvement mindset.

Work Environment:

• Ability to work in a typical office environment.
• 50% hybrid work schedule.
• Occasional travel may be required, but not part of typical work requirements.