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North American Benefits and Pensions Operations Lead

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Job Description

Direct Energy is a leading energy and energy-related services provider with nearly five million residential and commercial customers in North America. Direct Energy provides customers with choice and support in managing their energy costs through a portfolio of innovative products and services. A subsidiary of Centrica plc (LSE: CNA), one of the world’s leading integrated energy companies, Direct Energy operates in 50 U.S. states plus the District of Columbia and 10 provinces in Canada. To learn more about Direct Energy, please visit www.directenergy.com.


Job Description Summary


This role acts as a process owner for the end to end benefits and pensions processes, and provides a vital integration point between Centrica and the third party providers responsible for delivering Centrica’s overall benefits offering in North America. The Benefits and Pensions Operations lead is responsible for the overall governance of the delivery of benefits and pensions processes across CPS and in-country benefits and pensions providers.



  • Advanced knowledge of North America Benefits and Pensions arrangements, relevant legislation and tax environment
  • Proven ability to implement operations arising from changes to Benefits and Pensions scheme processes and providers
  • Strong analytical skills
  • Good communication skills
  • Commercial awareness
  • Ability to document HR processes and identify and implement improvements
  • Ability to direct 3rd party providers to conduct forensic analysis of errors and exceptions where required
  • Experience of governing the performance of 3rd party providers, holding them to task for performance against contractual obligations
  • Experience of developing and implementing employee reward communications


  • Oversees the operational implementation of  reward projects that impact employee benefits and pensions (e.g. package, provider and process changes), working closely with the HR Process Management team and 3rd party providers as required
  • Day to day management of benefits and pensions solutions, provider and benefits and pensions offerings in North America. Escalation point for benefit and pensions issues encountered by employees, active and deferred pension scheme members
  • Support Group Reward Director and the Head of Reward, Corporate in ensuring that data and BAU requests are fulfilled by 3rd party providers as appropriate
  • Works closely with BU reward teams to support the implementation of benefits and pensions process changes to ensure that consistency of process is maximised, and cost minimised
  • Acts as an end to end owner of the reward process, across all pensions and benefits 3rd parties and Centrica, acting as a point of escalation for queries that cannot be answered by 3rd party providers or Centrica HR teams and resolving disputes between employees and 3rd party providers
  • Responsible for educating HR teams and CPS in benefits and pensions processes and knowledge, acting as an internal consultant as necessary, supporting benefits and pensions related communications to employees and members
  • Maintains Centrica’s core benefits and pensions scheme eligibility rules for in-scope countries, adjusting to reflect scheme eligibility rule changes and confirming eligibility decisions when flagged by CPS. Work closely with the Benefits and Pensions Operations Leads in other geographies to maintain consistency, simplicity and parity wherever possible
  • Oversees the administration of benefits and pensions schemes and contributory data by 3rd party providers, (including CPS) defining and maintaining a service performance and accuracy reporting regime, requesting full root-cause analysis of service failures when they occur, driving and validating the implementation of corrective actions as required
  • Manages key integration points between 3rd party providers (including CPS), including the operation of key hand-offs and data interfaces, working with the process management team, AMS and Cap Gemini  to resolve interface issues as required

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability