The Solutions Delivery Analyst plays a crucial role in executing ongoing operations tasks, identifying operational efficiencies, and driving continuous improvement initiatives. This role involves manual process execution, with a focus on streamlining, automating, and standardizing tasks. Collaborating closely with the Benefits Operations Manager (BOM), the Solutions Delivery Analyst identifies process improvements, resolves participant and plan administration issues, and manages workflow effectively. This position may span across multiple clients.
Roles & Responsibilities
- Demonstrate a strong understanding of client plan provisions, product guidelines, and SLA metrics.
- Perform manual Benefit processes and complex tasks/calculations requiring plan knowledge, analysis, and interpretation.
- Research and resolve complex Benefits issues by analyzing fact patterns, applying plan provisions, and recommending solutions.
- Ensure timely resolution of tasks while maintaining well-documented processes.
- Generate ad-hoc reports to support client service delivery functions.
- Serve as the primary contact for participants processing inquiries from clients and third-party administrators.
- Participate in daily huddles and status meetings, contributing insights and updates.
- Develop and deliver client-specific operational training, ensuring adherence to SOPs for high-quality service delivery.
- Collaborate with client teams across different locations to meet client requirements.
- Proactively identify training needs and provide necessary coaching to team members.
- Build and leverage partnerships across locations to meet client expectations.
- Create comprehensive documentation and SOPs for activity transition between Operations and Shared Services, coupled with ongoing coaching.
- Ensure accurate and complete processing documentation, verifying updates resulting from change orders.
Qualifications
- Bachelor’s degree or equivalent work experience.
- Proficiency in MS Office.
- Excellent communication skills.
Additional Information
- Industry Focus. Health and Welfare (HW)
If you're a detail-oriented individual with strong analytical skills and a passion for process improvement, this role offers an exciting opportunity to contribute to the operational efficiency of our clients' benefit programs. Join our team and be part of a dynamic environment where your skills will make a significant impact. Apply now to embark on a rewarding career journey with us!