People Experience and Operations Associate Manager

Overview:
A leadership role responsible for managing and optimizing the delivery of Benefits Administration services across multiple markets. This position oversees core operational processes, vendor partnerships, budget governance, and service excellence across multiple domains including medical, telecom, life insurance, and extended benefits. The role ensures alignment with Total Rewards strategy and drives continuous improvement, compliance, and employee satisfaction.

**Responsibilities**:
**Benefits Administration**
- Lead the Benefits Administration function within the Cairo Capability Center, overseeing the delivery of benefits services across Egypt and the Middle East, and driving benefits transitions from various markets based on identified opportunities and gaps.
- Drive operational efficiency and ensure achievement of SLAs and KPIs.
- Govern vendor relationships and manage external stakeholder partnerships.
- Coordinate annual provider renewals in collaboration with Total Rewards, including reporting and decision-making.
- Oversee budget cost analysis and ensure alignment with operational plans and benefits payouts.
- Activate new benefits processes in coordination with Total Rewards teams.
- Establish formal review mechanisms and tracking processes for consistent service delivery.
- Identify and implement continuous improvement initiatives and service delivery enhancements.
- Manage internal reporting frameworks, team roles, and performance metrics.
- Ensure high-quality customer service and compliance with legal and company standards.
- Represent technical, functional, and customer perspectives in decision-making.
- Define internal controls and monitoring mechanisms for service delivery.
- Ensure knowledge management platforms and supporting technologies are optimized.
- Drive data quality and reporting excellence across all benefits transactions.
- Own escalation management and resolution processes.

**Medical Administration**
- Oversee core medical operations: chronic medication, claims processing, and card issuance.
- Manage company medical consultants and healthcare staff across locations.
- Direct insurance providers to enhance employee medical services and resolve issues.
- Partner with Total Rewards to implement new medical policies and communication plans.

**Telecom Administration**
- Manage telecom operations for Egypt BU employees, including line activations and allowances.
- Coordinate with telecom operators to deliver optimal solutions to business functions.
- Collaborate with IT to enhance network coverage across company sites.
- Lead telecom AOP planning and budget alignment across HR, IT, Safety, and Facilities.

**Life Insurance**
- Manage annual enrollment processes for Egypt & ME BU employees.
- Oversee life insurance claims and death case processes with internal and external stakeholders.

**Extended & Flexible Benefits Management**
- Lead the operational management and execution of the Flexible Management Program in Egypt & Middle East.
- Collaborate closely with the Total Rewards team to align program design and delivery with strategic goals.
- Ensure seamless integration of flexible benefits into broader HR operations and employee experience.
- Monitor program performance, employee engagement, and feedback to drive continuous improvement
- Drive monthly extended benefits agenda and vendor partnerships and provide market-aligned offers and campaigns to employees.
- Responsible for overtime reporting and accruals.

Qualifications:

- 8+ years proven experience in managing and optimizing operational functions.
- Experience in Shared Services, including Knowledge Management and SLA oversight.
- Strong analytical and budgeting skills with a track record of successfully managing large-scale operations.
- Exceptional stakeholder management and communication skills, fostering effective collaboration at all levels.
- Demonstrated ability to lead cross-functional initiatives and champion continuous improvement efforts.
- In-depth understanding of compliance requirements, legal frameworks, and service delivery governance.