Supervisor, U.S. Health Care Operations

About this role

Job Description Role Overview The Supervisor, U.S. Health Care Operations leads day-to-day execution of the U.S. health care operations portfolio, spanning eligibility and enrollment, medical plan administration, chronic condition programs, prescription drug, dental, vision, executive physical program administration, Medicare coordination, account-based benefits, health care engagement, ACO-related work, integration support, and related operational projects and transformations. This role strengthens accountability, execution discipline, operational controls, and people leadership across a complex, multi-population benefits environment. The leader is expected to build sustainable team routines, anticipate operational risk, and translate day-to-day insights into improvements that enhance service delivery, compliance, and employee experience. This position reports to the Manager, U.S. Health Care Strategy & Operations.

Key Responsibilities People Leadership & Team Management • Lead, coach, and develop a team of health care operations analysts supporting multiple complex benefit workstreams. • Set priorities, assign and balance workload, remove barriers, and ensure clear accountability across daily administration, escalations, and project execution. • Establish and reinforce standard work, operating procedures, quality expectations, and team routines that improve consistency, execution discipline, and knowledge continuity. • Provide ongoing feedback, performance management, development planning, and succession support for team members. • Create an inclusive, responsive, high-accountability team environment that balances employee support with strong operational performance.

Program Operations & Service Delivery • Oversee day-to-day administration of U.S. health benefit programs, including eligibility, enrollment, record maintenance, audits, and vendor payment processes. • Ensure strong operational execution across eligibility and enrollment, project management and transformation, medical plan administration, chronic condition programs, prescription drug, dental, vision, executive physical program administration, Medicare coordination, account-based benefits, health care engagement, ACO-related work, and integration or special-project support. • Serve as the leadership escalation point for complex participant issues, appeals, service failures, and cross-functional operational risks, ensuring timely, consistent, and equitable resolution. • Oversee implementation of approved plan changes, new initiatives, and operational updates with attention to downstream employee, vendor, payroll, labor, and compliance impacts.

Vendor Management, Compliance & Controls • Lead vendor oversight for service delivery, operational performance, service-level expectations, issue remediation, and execution readiness across the health care benefits portfolio. • Oversee controls, audits, reconciliations, file reviews, testing, invoicing, and supporting documentation to strengthen accuracy, reduce administration risk, and improve operational transparency. • Partner with Legal, Labor Relations, Finance, Payroll, Tax, HRTO, Communications, Global Wellbeing, union leadership, and external vendors to ensure programs and operational processes align with plan provisions, collective bargaining commitments, and applicable regulations. • Support maintenance of plan language, operational procedures, training materials, and knowledge content so administration is accurate, controlled, scalable, and sustainable.

Strategy, Analytics & Change Leadership • Translate operational insights, data, market intelligence, and team feedback into recommendations that improve employee experience, service delivery, process efficiency, risk management, and program outcomes. • Identify trends, root causes, and opportunities for simplification, standardization, automation, and process redesign. • Lead operational execution for transformation, system, vendor, integration, and change-management initiatives affecting the health care operations portfolio. • Prepare clear decision support, implementation plans, and concise leadership updates on operational risks, opportunities, tradeoffs, and recommended actions.

Stakeholder Partnership & Employee Experience • Collaborate across Global Wellbeing, Legal, Tax, Finance, Labor Relations, Payroll, Communications, union leadership, HRTO, and external vendors to support benefit design, administration, compliance, and employee experience. • Strengthen communication and change-management approaches that improve employee understanding, engagement, and confidence in available benefit programs. • Serve as a trusted operational leader who can balance employee needs, business requirements, compliance expectations, vendor execution, and labor sensitivity in a complex multi-population environment.

Required Qualifications • Bachelor's degree in business, human resources, finance, health administration, or a related field; equivalent experience may be considered. • 7+ years of progressive experience in employee benefits, with significant experience in U.S. health care or health and welfare benefit operations. • Demonstrated experience leading people directly or serving as a clear team lead across complex operational workstreams. • Strong working knowledge of health and welfare benefit administration, eligibility rules, enrollment processes, plan documents, vendor administration, and operational controls. • Experience managing escalations, issue resolution, and cross-functional execution in a compliance-sensitive environment. • Demonstrated analytical capability, including experience using data to assess performance, identify risks, and support decisions. • Strong written and verbal communication skills, with the ability to translate technical or operational topics into practical guidance for leaders, employees, and partners. • Proven ability to prioritize across competing demands, manage ambiguity, and maintain high s

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