Benefits / Operations Analyst

Position Overview:

The Operations Analyst is accountable for supporting his/her team by providing outstanding service delivery for assigned clients. The Operations Analyst is responsible for managing projects to ensure timely completion of deliverables, achievement of objectives and meeting or exceeding operational measures and contractual performance standards. This includes owning and completing complex tasks, project planning and management as well as coordinating with relevant internal and external stakeholders. In addition, the Operations Analyst is responsible for ensuring quality of all deliverables including identifying process improvements.

The Operations Analyst will respond promptly, thoughtfully and effectively to changing work environments, changing priorities and new situations. The candidate will possess the skills and ability to communicate effectively and appropriately with internal resources, clients and third parties within a global and virtual work environment.

Key Responsibilities:

• Provides day to day client and third-party administrator contact and support for participant inquiries
• Ensures the quality of the various interfaces, data and information that is negotiated with insurance companies and customers (import, billing statement, premium report, eligibility file or any other interface)
• Provides internal support to other team members and domains including Benefit Centre representatives
• Executes manual processing with proper documentation and follow up
• Manages inbound/outbound data quality checks
• Executes year end processing and reporting
• Identifies process improvement opportunities, issues, process delays and quality problems with recommended solutions
• Identifies potential production defects and submits appropriate solutions through ticketing system
• Executes issue resolution with proper documentation and follow up

Enterprise Small Market:

• Deliver all phases of plan sponsor and group onboarding, including requirements definition, configuration, testing, transition, and post-go-live stages.
• Execute the renewal and change request processes for plan sponsors under administration, including all stages from requirements gathering to post-go-live.
• Provide internal status updates, highlighting any issues, risks, and recommended resolutions.
• Apply best practices to streamline processes and improve overall efficiency in the administration of benefits for emerging markets.
• Participate in the development of training materials, ensuring all stakeholders are equipped with the necessary tools and knowledge.
• Ensure an in-depth understanding of the administration of life insurance benefits and related terminology relevant to emerging markets.
• Service delivery for clients under both fully outsourced and SaaS models.

Experience:

• 1+ years of experience in benefits administration, with a focus on client operations and lifecycle management.

Skills & Competencies:

• Advanced Excel skills such as applying functions and formulas to perform calculations and data analysis
• Strong work ethic and ability to interact with clients in a professional manner
• Strong written and verbal communication skills (including presentation skills)
• Sound problem solving and analytical skills
• Solid business and financial acumen
• Highly organized with the ability to multi-task and drive and prioritize own work
• Ability to identify urgency when dealing with external and internal client deliverables
• Skilled at researching, identifying, and documenting issues
• Strong attention to detail
• Effective at working within a team environment as well as independently
• General knowledge of administrative systems and processes
• Effective use of business productivity tools such as Microsoft applications
• Working knowledge of benefits-related laws and regulations