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
Document task/ workflow analysis and comments in a concise, effective manner such that it can be easily understood by participant
Develop and deliver client-specific operational training; monitor ongoing adherence to SOPs to ensure high quality
Work with the client team across shores to deliver against client requirements
Proactively identify training needs and provide necessary coaching as required to BOA's
Proactively seek performance feedback to build & enhance knowledge
Build and leverage partnerships across shores to deliver against client requirements
Create robust documentation & SOPs for transition of activities between Ops and Shared Services, combined with ongoing coaching
Document task/ workflow analysis and comments in a concise, effective manner such that it can be easily understood by the broader team
Actively listens to all stakeholder/ team members to understand their perspective and ensure continuous understanding regardless of communication channel
Ensures processing documentation is accurate and complete; receives/verifies updates resulting from change orders.
Qualifications
Bachelor's degree or equivalent work experience required.
