Sr. Director, Benefits Operations

Ford is searching for a highly experienced and strategic leader to step into the role of Senior Director, Benefits Operations. In this critical position, you will be accountable for the efficient, accurate, and compliant operational delivery of employee benefits programs across our large, complex, and diverse organization, which includes both our salaried and union employee populations. 

You will set the strategic direction for how our benefits administration operates, optimize our operational ecosystem (including systems, processes, and vendor performance), and ensure operational excellence at scale. You will be the relationship owner for key operational aspects with our benefits vendors, lead a important team, and ensure our operational framework seamlessly supports our employees and complies with all regulations, including the specific and varied requirements of our collective bargaining agreements. 

This role requires a proven operational leader with deep expertise in benefits administration, a mastery of large-scale vendor operational management, a passion for process optimization and technology leverage, and demonstrated success leading teams in complex environments. 

Operational Strategy, Governance & Oversight: 

Provide strategic leadership and executive oversight for the end-to-end operational execution of all employee benefits programs (health, dental, vision, life, disability, retirement plans, wellness, leave management, etc.). 

Develop and champion the operational strategy for benefits administration, focusing on efficiency, scalability, accuracy, compliance, and service delivery across all employee segments (salaried and union). 

Establish and enforce operational policies, procedures, standards, and internal controls to ensure best practices and mitigate risk. 

Set key performance indicators (KPIs) for operational effectiveness and service delivery and hold the team and vendors accountable for meeting these targets. 

Comprehensive Vendor Operational Management & Partnership: 

Hold accountability for the operational performance and partnership with all benefits administration vendors (health carriers, TPAs, retirement administrators, benefits administration platforms, etc.). 

Lead strategic operational reviews with key vendors, ensuring performance against contractual SLAs, identifying areas for joint process improvement, and addressing systemic issues. 

Influence vendor roadmaps and service delivery models from an operational perspective to align with company needs and enhance the employee experience. 

Negotiate operational terms and performance guarantees within vendor contracts, working closely with Legal and Procurement. 

Oversee complex vendor billing reconciliation, payment processes, and financial audits related to vendor services. 

Serve as the escalation point for critical vendor operational issues and drive timely and effective resolution. 

Ensure operational processes support accurate financial reporting and reconciliation. 

Operational Process Optimization & Technology Leverage: 

Lead initiatives to continuously analyze, redesign, and optimize complex benefits administration processes and workflows, leveraging technology and automation where possible. 

Provide input and oversight into the selection, implementation, and ongoing management of benefits administration systems (HRIS modules, dedicated benefits platforms, vendor systems). 

Ensure seamless and accurate data flow, integration, and data governance between internal systems and external vendor platforms. 

Oversee rigorous testing (including UAT) of system changes and vendor integrations. 

Compliance Execution & Risk Management: 

Own accountability for ensuring that all benefits operational processes, procedures, and vendor activities are in strict compliance with federal, state, and local regulations, including ERISA, HIPAA, COBRA, FMLA, ACA, and the specific and often complex requirements stipulated in collective bargaining agreements. 

Stay abreast of regulatory changes impacting benefits administration and lead the operational implementation of necessary adjustments. 

Partner closely with Legal, Compliance, Internal Audit, and external consultants on compliance audits and risk mitigation strategies for operations. 

Employee Service Delivery & Experience (Operational View): 

Define and lead the strategy for the operational service delivery model that supports the employee benefits experience. This includes internal support teams, vendor call centers, and self-service platforms. 

Ensure operational processes and vendor performance contribute to a positive, efficient, and accurate experience for employees accessing benefits information and support. 

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