Manager, Benefits & HR Operations

Overview Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones. Kentro is hiring for a Manager, Benefits & HR Operations to support our Corporate People Services Team. The Manager, Benefits & HR Operations is responsible for leading the administration, operational effectiveness, compliance, and continuous improvement of employee benefits, leave administration, accommodations, and related People Services programs. This role serves as the operational owner of Benefits & HR Operations, providing leadership, oversight, and direction for service delivery, team performance, vendor partnerships, and employee support activities. Serving as the organization's senior subject matter expert for benefits administration, leave management, accommodations, and operational compliance, this role balances hands-on execution with people leadership and operational ownership. The Manager partners closely with HR leadership, Payroll, HRIS, Finance, Legal, managers, employees, brokers, TPAs, and external vendors to ensure programs are administered effectively, compliantly, and with a strong focus on employee experience. The ideal candidate is a seasoned benefits professional who has progressed from hands-on administration into increasingly complex operational leadership responsibilities. They bring deep subject matter expertise, sound business judgment, and a passion for developing people, improving processes, and building scalable operations that support organizational growth. Location: Hybrid in McLean, VA Responsibilities Benefits Strategy, Administration & Employee Support Lead the administration and operational effectiveness of employee benefits programs, ensuring accurate, timely, and compliant delivery of services. Serve as the senior subject matter expert for benefits administration, leave management, accommodations, retirement programs, and employee support matters. Oversee administration of job-protected leave programs, including FMLA, military leave, ADA leave coordination, state leave programs, and other applicable leave requirements. Provide guidance and oversight regarding complex employee benefits, leave, and accommodation matters requiring advanced judgment and resolution. Act as the final escalation point for complex employee support concerns related to benefits administration, leave management, accommodations, and compliance matters. Support and oversee annual open enrollment planning, execution, communications, and employee education efforts. Ensure employees receive accurate, timely, and professional support while promoting a positive employee experience. Independently resolve complex benefits, leave, and accommodation matters while exercising sound judgment and risk awareness. Benefits Operations & Vendor Management Manage relationships with benefits brokers, TPAs, carriers, leave administrators, wellness providers, and other external vendors. Evaluate vendor performance, service delivery effectiveness, employee experience outcomes, and operational opportunities for improvement. Partner with HR leadership on benefits program evaluations, vendor assessments, renewals, and recommendations. Support benefits strategy discussions through market research, benchmarking, operational analysis, and program effectiveness assessments. Oversee implementation of approved program changes, vendor transitions, and operational enhancements. Partner with Payroll and HRIS teams to ensure accurate administration of benefits deductions, eligibility processes, enrollments, and system integrations. Monitor operational metrics and service delivery standards to ensure quality and consistency across Benefits & HR Operations functions. Support retirement, wellness, and financial well-being programs through effective vendor management and operational oversight. Compliance, Risk Management & Operational Excellence Ensure benefits, leave administration, and accommodations processes comply with federal, state, and local regulatory requirements. Provide oversight for compliance reporting, documentation management, audit readiness activities, and risk mitigation efforts. Monitor legislative and regulatory developments impacting benefits administration, leave programs, accommodations, and employee support practices. Partner with Legal, HR leadership, brokers, and vendors to address compliance risks and operational concerns. Establish and maintain operational controls, documentation standards, and governance processes. Oversee reporting and metrics related to benefits administration, leave activity, compliance requirements, and operational performance. Identify operational risks, recommend corrective actions, and implement sustainable solutions to improve compliance and service delivery. Team Leadership & Operational Management Provide direct leadership, coaching, performance management, and professional development for Benefits and HR Operations team members. Establish service delivery expectations, workflows, operational standards, and team priorities to ensure effective and consistent support. Monitor workload distribution, team performance, and operational effectiveness while fostering a culture of accountability, collaboration, and continuous improvement. Support hiring, onboarding, workforce planning, succession planning, and ongoing capability development within the Benefits & HR Operations function. Build scalable operations through process optimization, documentation, cross-training, knowledge sharing, and development of team capabilities. Serve as the primary operational leader for Benefits & HR Operations, exercising sound judgment and decision-making authority while actively supporting complex benefits, leave, accommodations, and employee support matters as needed. Provide recommendations to HR leadership regarding operational priorities, staffing needs, compliance risks, vendor performance, and service delivery improvements. Process Improvement, Communication & Employee Experience Lead continuous improvement initiatives focused on operational efficiency, employee experience, compliance effectiveness, and service delivery. Evaluate trends, recurring employee concerns, and operational challenges to identify opportunities for improvement. Partner with HR Operations, HRIS, Payroll, Communications, and HR Business Partners to improve employee-facing processes and resources. Oversee development of employee communications, educational materials, and support resources related to benefits, leave administration, accommodations, and wellness programs. Drive standardization of processes, workflows, documentation, and operational practices across Benefits & HR Operations functions. Support organizational growth through scalable processes, operational readiness, and service delivery enhancements. Expectations For Success Demonstrates strong leadership and accountability for Benefits & HR Operations service delivery and outcomes. Serves as a trusted advisor and senior subject matter expert for benefits administration, leave management, accommodations, and operational compliance. Successfully balances leadership responsibilities with hands-on operational execution. Operates with a high degree of autonomy and accountability while serving as the primary escalation point for Benefits & HR Operations matters. Builds a high performing, engaged, and scalable Benefits & HR Operations team. Maintains compliance and operational excellence while minimizing organizational risk. Delivers a positive employee experience through responsive service, effective communication, and continuous improvement efforts. Qualifications Bachelor’s degree in human resources, Business Administration, or related field; equivalent experience may be considered. 8+ years of progressive experience in benefits administration, leave management, accommodations, and HR operations, including hands-on administration responsibilities and increasing levels of leadership accountability. Demonstrated experience administering multi-state employee benefits programs and leave administration processes. Experience managing complex employee benefits, leave, and accommodation matters requiring advanced judgment and problem solving. Experience partnering with brokers, carriers, TPAs, leave administrators, and external vendors. Experience interpreting and applying federal and state regulations including FMLA, ADA, ACA, COBRA, HIPAA, and related compliance requirements. Demonstrated experience mentoring, coaching, training, or leading HR team members in formal or informal leadership capacities. Strong analytical, organizational, decision-making, communication, and stakeholder management skills. Preferred Qualifications: Prior people management experience. Experience leading Benefits and HR Operations functions within a growing organization. Experience supporting government contracting environments. Experience with UKG Pro or similar Human Capital Management (HCM) platforms. CEBS, SHRM-CP/SCP, PHR/SPHR, or related professional certifications. Benefits Strategy, Administration & Employee Support Lead the administration and operational effectiveness of employee benefits programs, ensuring accurate, timely, and compliant delivery of services. Serve as the senior subject matter expert for benefits administration, leave management, accommodations, retirement programs, and employee support matters. Oversee administration of job-protected leave programs, including FMLA, military leave, ADA leave coordination, state leave programs, and other applicable leave requirements. Provide guidance and oversight regarding complex employee benefits, leave, and accommodation matters requiring advanced judgment and resolution. Act as the final escalation point for complex employee support concerns related to benefits administration, leave management, accommodations, and compliance matters. Support and oversee annual open enrollment planning, execution, communications, and employee education efforts. Ensure employees receive accurate, timely, and professional support while promoting a positive employee experience. Independently resolve complex benefits, leave, and accommodation matters while exercising sound judgment and risk awareness. Benefits Operations & Vendor Management Manage relationships with benefits brokers, TPAs, carriers, leave administrators, wellness providers, and other external vendors. Evaluate vendor performance, service delivery effectiveness, employee experience outcomes, and operational opportunities for improvement. Partner with HR leadership on benefits program evaluations, vendor assessments, renewals, and recommendations. Support benefits strategy discussions through market research, benchmarking, operational analysis, and program effectiveness assessments. Oversee implementation of approved program changes, vendor transitions, and operational enhancements. Partner with Payroll and HRIS teams to ensure accurate administration of benefits deductions, eligibility processes, enrollments, and system integrations. Monitor operational metrics and service delivery standards to ensure quality and consistency across Benefits & HR Operations functions. Support retirement, wellness, and financial well-being programs through effective vendor management and operational oversight. Compliance, Risk Management & Operational Excellence Ensure benefits, leave administration, and accommodations processes comply with federal, state, and local regulatory requirements. Provide oversight for compliance reporting, documentation management, audit readiness activities, and risk mitigation efforts. Monitor legislative and regulatory developments impacting benefits administration, leave programs, accommodations, and employee support practices. Partner with Legal, HR leadership, brokers, and vendors to address compliance risks and operational concerns. Establish and maintain operational controls, documentation standards, and governance processes. Oversee reporting and metrics related to benefits administration, leave activity, compliance requirements, and operational performance. Identify operational risks, recommend corrective actions, and implement sustainable solutions to improve compliance and service delivery. Team Leadership & Operational Management Provide direct leadership, coaching, performance management, and professional development for Benefits and HR Operations team members. Establish service delivery expectations, workflows, operational standards, and team priorities to ensure effective and consistent support. Monitor workload distribution, team performance, and operational effectiveness while fostering a culture of accountability, collaboration, and continuous improvement. Support hiring, onboarding, workforce planning, succession planning, and ongoing capability development within the Benefits & HR Operations function. Build scalable operations through process optimization, documentation, cross-training, knowledge sharing, and development of team capabilities. Serve as the primary operational leader for Benefits & HR Operations, exercising sound judgment and decision-making authority while actively supporting complex benefits, leave, accommodations, and employee support matters as needed. Provide recommendations to HR leadership regarding operational priorities, staffing needs, compliance risks, vendor performance, and service delivery improvements. Process Improvement, Communication & Employee Experience Lead continuous improvement initiatives focused on operational efficiency, employee experience, compliance effectiveness, and service delivery. Evaluate trends, recurring employee concerns, and operational challenges to identify opportunities for improvement. Partner with HR Operations, HRIS, Payroll, Communications, and HR Business Partners to improve employee-facing processes and resources. Oversee development of employee communications, educational materials, and support resources related to benefits, leave administration, accommodations, and wellness programs. Drive standardization of processes, workflows, documentation, and operational practices across Benefits & HR Operations functions. Support organizational growth through scalable processes, operational readiness, and service delivery enhancements. Expectations For Success Demonstrates strong leadership and accountability for Benefits & HR Operations service delivery and outcomes. Serves as a trusted advisor and senior subject matter expert for benefits administration, leave management, accommodations, and operational compliance. Successfully balances leadership responsibilities with hands-on operational execution. Operates with a high degree of autonomy and accountability while serving as the primary escalation point for Benefits & HR Operations matters. Builds a high performing, engaged, and scalable Benefits & HR Operations team. Maintains compliance and operational excellence while minimizing organizational risk. Delivers a positive employee experience through responsive service, effective communication, and continuous improvement efforts. Bachelor’s degree in human resources, Business Administration, or related field; equivalent experience may be considered. 8+ years of progressive experience in benefits administration, leave management, accommodations, and HR operations, including hands-on administration responsibilities and increasing levels of leadership accountability. Demonstrated experience administering multi-state employee benefits programs and leave administration processes. Experience managing complex employee benefits, leave, and accommodation matters requiring advanced judgment and problem solving. Experience partnering with brokers, carriers, TPAs, leave administrators, and external vendors. Experience interpreting and applying federal and state regulations including FMLA, ADA, ACA, COBRA, HIPAA, and related compliance requirements. Demonstrated experience mentoring, coaching, training, or leading HR team members in formal or informal leadership capacities. Strong analytical, organizational, decision-making, communication, and stakeholder management skills. Preferred Qualifications: Prior people management experience. Experience leading Benefits and HR Operations functions within a growing organization. Experience supporting government contracting environments. Experience with UKG Pro or similar Human Capital Management (HCM) platforms. CEBS, SHRM-CP/SCP, PHR/SPHR, or related professional certifications.