Senior Analyst, HR Business Services

About us

National Grid lies at the heart of a transforming energy system, spanning the US and the UK. Our businesses supply gas and electricity, safely, reliably and efficiently to millions of customers and communities. But we also drive change through engineering innovation and by incubating new ideas with the power to revolutionize our industry.  
 
As the world changes to embrace cleaner energy and businesses shift to operate in a more responsible way, we are leading that charge. We are focused on finding ways to decarbonize the energy system; from investing in renewable energy generation in the US, to building interconnectors to allow the UK to share clean energy with our neighbors in Europe. 
 
At National Grid, we don’t just ask our people to deliver to the highest standards. We also support them to be the best they can be. We welcome and encourage applicants with diverse experiences and backgrounds. National Grid’s ambition is to drive, develop and operate our business in a way that results in a more inclusive culture. We are committed to building a workforce which represents the communities we serve and a working environment in which each individual feels respected, fairly treated, valued and able to reach their full potential. 
 
We are currently looking for highly motivated individuals with critical thinking skills who want to join a dynamic and fast paced organization going through a major transformation. If you are someone who’s looking to bring innovation, contribute ideas and play a part in renewing this organization we want to hear from you! 
 

Job Purpose

Provide high quality of customer service to National Grid’s employees, retirees, and surviving spouses through effective customer management, development of efficient end-to-end processes, and in-depth expertise in Defined Contribution Benefit plans, programs, and vendors. Effectively manage Defined Contribution/Defined Benefit (DBDC) vendors to ensure they consistently meet or exceed their contractual obligations.  Improve the delivery of DBDC services by implementing process improvements, encouraging vendors to improve/enhance their service delivery.  Optimize the delivery of DBDC plans and programs, through coordination with the Center of Expertise group in development of plans and programs that are beneficial to National Grid and their employees, retirees, and surviving spouses.  

*Overall responsibilities span the company’s current and historical DBDC benefits for employees, retirees, and surviving spouses.  

Key Accountabilities

•    Knowledge of Defined Contribution/Defined Benefit (DBDC) plan administration
•    Serve as an escalation point for complex DBDC issues; respond to customer issues in a manner that meets or exceeds the timeline designated in the Employee Services’ escalation procedures (case management)
•    Analyze trends in escalated issues to identify on-the-job training opportunities and play an active role in delivering the training 
•    Suggest methods to update, simplify, improve, and enhance processes, procedures and technologies 
•    Keep knowledge management up-to-date for Tier 1, including issue trends and seasonal preparation 
•    Resolve all escalated issues from customers according to the timeline designated in the Employee Services’ SLA’s/metrics and escalation procedures
•    Participate in continuous improvement workshops and projects
•    Recognized as the Employee Services Subject Matter Expert on Defined Contribution plans, policies, procedures, and providers
•    Identify, classify, maintain, and protect files, documentation and sensitive information consistent with record handling and retention requirements
•    Monitor vendor performance to ensure services delivered exceeds vendor Service Level Agreements and the customer service standards established by Employee Services
•    Monitor Tier 1 case management entries and the closure of issues according to the designated Employee Services’ escalation procedures
•    Improve service delivery efficiency and effectiveness by continually standardizing and developing processes, formats, methods, and instruments of delivery
•    Build upon professional skills and knowledge of DBDC administration rules in order to continually grow your personal contribution to the business
•    Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid
•    Be a key contributor of our Census and Plan audits  
•    Support Annual 401(k) Match and CORE True up process •    Manage the day-to-day relationship with relevant internal parties or employees in order to understand their requirements, deliver appropriate, customized solutions and advice, and build cross-functional partnerships in line with National Grid policies and processes<