Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
What You'll Do
As the Global Benefits Senior Specialist, you will support the ongoing development, enhancement and delivery of BCG’s global benefits technology platform – MyBenefits – with the overall purpose of strengthening engagement in and operational excellence in delivery of the platform. This will ensure that BCG’s benefits proposition is accurately presented on each local instance of the platform and in relation to content relevant for a global audience, and will enhance BCG’s employee value proposition (EVP) across all markets.
You will manage key relationships with local market HR and benefits teams across BCG to gather and analyse change requests, translate business needs into clear specifications, and collaborate closely with the Product Team to prioritise and implement changes to the required standard and within agreed timescales. You will also work with local office teams to identify efficiencies and engagement opportunities, helping to drive stronger adoption and value from the platform.
Key Responsibilities
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Day-to-Day Operations Management
- Oversee the day-to-day operations of the MyBenefits platform in close collaboration with the Product Team, ensuring processes function efficiently across regions and markets, aligned with established operating procedures.
- Undertake continuous and regular reviews of operating procedures to ensure these remain fit for purpose and that they leverage optimal efficiencies. Propose amendments to operating procedures where opportunities for additional efficiencies have been identified.
- Coordinate with local market teams, the Global Benefits Team, the Product Team, and the technology vendor to uphold global design principles, enabling consistency while supporting necessary local customisations.
- Maintain an in-depth understanding of platform capabilities through regular updates via the vendor
- Proactively identify and propose opportunities to enhance the user experience, improve service delivery, and drive engagement, working in close collaboration with the Product and Global Benefits teams
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Client Ticket and Request Management Support
- Monitor, analyse, and support the resolution of client service tickets (requests/incidents) in partnership with the Product Team and vendor.
- Identify recurring themes or systemic issues within tickets to support root cause analysis and recommend long-term solutions that enhance system stability and performance.
- Act as the first escalation point for internal client issues; coordinate and manage the end-to-end escalation process, including mitigation planning, communication, and, when necessary, further escalation to senior stakeholders or vendors as outlined in the Escalation Matrix.
- Proactively foster strong relationships with HR and Benefits teams across markets in collaboration with Global Benefits Advisors and lead the client interaction strategy to ensure effective system adoption and issue resolution.
- Training and User Enablement
- Provide system training, onboarding support, and ongoing education for local market users, helping them maximize their use of the MyBenefits platform.
- Create, maintain and communicate training materials, operational guides, and self-service resources to promote consistent and efficient use of the platform.
- Advise on and implement new ways of working that enhance system utilisation and overall internal client satisfaction.
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Change Request and System Enhancements
- Work with local market teams to identify needs for system technical and operational changes and coordinate requirement gathering, documentation, collaboration with the Product team and submission of the request to the vendor.
- Collaborate closely with the Global Benefits Technology Director, Business Analyst, and other stakeholders to ensure requests are aligned with the broader product roadmap.
- Support and track the lifecycle of change requests, including approvals, usage of change request days, progress monitoring, and stakeholder updates.
- Lead and coordinate key system update projects (e.g., annual renewals) in partnership with the vendor and Product Team, ensuring efficient delivery, clear communication, and alignment with business needs.
- Continuous Improvement and Strategic Support
- Identify operational challenges and propose strategic improvements to streamline processes, enhance performance, and align with long-term goals.
- Actively contribute to cross-functional initiatives and projects that improve the global benefits technology landscape, the global benefits approach and any other broader initiatives at BCG, as appropriate.
What You'll Bring
Core Competencies:
Technical & Functional Expertise:- Demonstrates a solid understanding of benefits administration systems and operational processes, with a focus on maintaining consistency and efficiency.
- Applies knowledge of digital tools and processes to support the effective management of the MyBenefits platform.
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Problem Solving & Insight:
- Approaches operational challenges with a proactive and resourceful mindset, identifying practical solutions that enhance the platform’s functionality.
- Uses data and user feedback to make informed decisions that improve the platform’s performance and user experience.
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Effectiveness & Value Creation:
- Prioritizes tasks effectively, ensuring that all operational and change management processes are completed in a timely and efficient manner.
- Contributes to the overall success of the MyBenefits platform by consistently delivering high-quality support and improvements.
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Communication Presence & Influence:
- Communicates clearly and effectively with stakeholders at all levels, ensuring that operational issues and change requests are handled smoothly.
- Influences positive outcomes by working collaboratively with team members and stakeholders to resolve challenges and implement improvements.
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Teaming & Collaboration:
- Partners effectively with team and diverse global network; purposefully seeks to help others
- Works positively and collaboratively with stakeholders; proactively manages expectations
- Works well within a hybrid team, contributing to a positive and cooperative work environment that supports shared goals and objectives.
- Balances individual responsibilities with team contributions, ensuring that both personal and collective tasks are completed successfully.
- Identifies and manages conflict appropriately; escalates when needed
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Role Model:
- Upholds BCG’s values of integrity, inclusivity, and excellence in all interactions and responsibilities.
- Demonstrates a commitment to continuous improvement, embracing change and fostering a positive, solutions-oriented approach.
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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