Job description
Role Purpose
The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.
Job Description
- The Solutions Delivery Analyst is responsible for execution of ongoing operations tasks, identifying operational efficiencies, and identifying continuous improvement opportunities.
- The Solutions Delivery Analyst is often called upon to execute manual processes (requiring plan knowledge and analysis) but always with a focus to streamline, automate, and/or standardize the process.
- The Solutions Delivery Manager works with the Benefits Operations Manager (BOM) to identify process improvements by identifying issues, process delays, and quality problems and recommends solutions.
- The Solutions Delivery Analyst is responsible for resolution of participant and plan administration issues, workflow management, increased ownership of complex ongoing tasks, identifying operational efficiencies and continuous improvement opportunities. This role may be leveraged across multiple clients.
Roles & Responsibilities:
- Strong understanding of client plan provisions/product & processing guidelines and SLA metrics
- Able to manually perform Benefit processes and complex tasks/calculations that require plan knowledge, analysis, and interpretation
- Research complex Benefits issues and formulates resolutions/ recommendations by analysing fact patterns and applying plan provisions and best practices
- Resolve tasks in accordance with due dates and ensure process is well documented.
- Create adhoc reports as required to support client service delivery functions.
- Provide day-to-day client and third-party administrator contact for participant processing inquiries.
- Participate & contribute in daily huddles and status meetings.
Qualifications
- Bachelors degree or equivalent work experience required.
- Good MS Office skills
- Good Communication Skill
Role: Operations Support – Other
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations Support