Description
Position Overview
The Benefits Operations Lead is responsible for the day‑to‑day administration and operational support of Home Depot Canada’s benefits, retirement, disability, and wellbeing programs. This role ensures accurate execution of programs, timely resolution of associate issues, and effective coordination with internal partners and external vendors.
This is a net‑new role created to support the growing complexity and scale of Home Depot Canada’s benefits portfolio and to provide dedicated operational ownership for benefits and disability administration.
Key Responsibilities
Benefits & Retirement Administration
- Provide operational support for Home Depot Canada’s benefits and retirement programs, including eligibility, enrollments, life events, and ongoing maintenance
- Investigate and resolve associate benefit issues requiring detailed review or vendor follow‑up
- Support annual enrollment, plan changes, and renewals from an execution and coordination perspective
- Partner with Payroll, HR, and support teams to ensure accurate and timely data flow between systems
Disability Operations & Escalations
- Act as the primary operational escalation point for complex disability‑related issues (STD/LTD)
- Coordinate with disability vendors to automate eligibility, and process issues
- Support consistent application of disability processes across the organization
- Identify recurring disability administration issues and escalate systemic concerns as needed
Vendor Coordination & Operational Issue Management
- Serve as the operational contact for benefits‑related vendors, including group benefits, retirement, disability, EAP, virtual care, and discount program providers
- Track, manage, and resolve operational issues such as eligibility errors, billing discrepancies, and service delays
- Maintain logs of operational issues and support service‑level monitoring
- Escalate high‑risk or unresolved issues to the Benefits Manager
Operational Controls & Continuous Improvement
- Maintain clear documentation of benefits administration processes and operational procedures
- Support audits, compliance activities, and internal controls related to benefits and retirement programs
- Monitor trends in associate inquiries and operational issues to identify opportunities for improvement
- Contribute to initiatives that improve operational efficiency and associate experience
Knowledge, Skills & Experience
Required
- 5+ years of experience in benefits administration, total rewards operations, or HR operations
- Working knowledge of Canadian group benefits, disability administration, and retirement plan operations
- Experience managing operational issues and working with external vendors
- Strong organizational and problem‑solving skills with attention to detail
- Ability to manage multiple priorities in a fast‑paced environment
- Strong customer‑service mindset when supporting associates and internal partners
Preferred
- Experience supporting disability administration or escalations
- Experience in a large, multi‑location or retail organization
- Familiarity with HRIS, benefits administration platforms, and payroll interfaces
- Professional certifications such as CEBS, PCP, or CHRP considered an asset
Key Competencies
- Operational excellence
- Issue resolution and escalation management
- Strong communication and collaboration
- Sound judgment and discretion
- Continuous improvement mindset
- Commitment to associate experience
In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada uses Artificial Intelligence (AI) technology to assist with the screening and assessment of applicants for this position. This technology is used to quickly and consistently identify candidates whose skills and experience are the strongest match for the role. Our process is designed to ensure human oversight is maintained throughout the selection process.
