PRIMARY PURPOSE
Leads the operational delivery of employee benefits, disability and employee records administration services across TransLink entities. Provides day-to-day leadership, direction, coaching, and oversight to a team of benefit administrators, employee records and benefit and recognition specialists to ensure the consistent delivery of high-quality, compliant, and customer-focused services. Monitors day-to-day vendor service delivery, supports the resolution of operational service issues, and escalates significant vendor performance concerns to the Director. Oversees exempt annual flex benefit enrollment, reporting, process optimization, and continuous improvement activities, using operational metrics and key performance indicators to monitor performance, support service excellence, and identify opportunities for improvement.
KEY ACCOUNTABILITIES
Leads the operational delivery of employee benefits, disability administration, and employee records administration services across TransLink entities, ensuring services are accurate, compliant, efficient, and customer focused.
Provides day-to-day leadership, direction, coaching, and oversight to reporting staff, including benefit administrators, employee records staff, and benefit and recognition specialists; manages selection, onboarding, work assignment and review, development, performance management, and other people management practices.
Oversees exempt annual flex benefit enrollment, reporting, and related system or process changes, ensuring accurate employee records and timely completion of required activities.
Monitors changes to legislation, regulations, collective agreements, policies, and procedures, and leads required operational, system, or process changes to support compliance and consistent application across TransLink entities.
Leads the resolution of complex, high-risk, or sensitive benefits, disability administration, and employee records issues, engaging appropriate stakeholders and escalating significant risks, precedents, or vendor performance concerns to the Director or senior leadership as needed.
Monitors day-to-day vendor, contractor, and consultant service delivery; provides work direction where applicable, supports resolution of service issues, and oversees contract compliance within assigned areas of accountability.
Drives continuous improvement by monitoring service delivery standards, operational metrics, key performance indicators, stakeholder feedback, operational practices, industry trends, and emerging issues to improve service quality, efficiency, controls, reporting, data integrity, and the client experience.
Leads projects and initiatives related to benefits, disability administration, employee records administration, process improvement, and systems effectiveness, managing timelines, deliverables, risks, stakeholder engagement, and implementation activities.
Provides senior specialized advice, analysis, and recommendations to the Director and key stakeholders on benefits, disability leave plans, employee records administration, operational risks, service delivery matters, critical issues, and emerging opportunities; participates in related executive-level discussions as required.
Provides input into departmental business planning, defines, monitors, and reports on program and service KPIs and standards, participates in the development of the operating budget, and leads or participates in related initiatives as directed.
