Senior Analyst, HR Business Services

About us

 

 

National Grid is hiring an Sr. Analyst in HR Business Services based in Syracuse, NY. 

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. 
  
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business. 
 

What you'll do

 

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 Health and Welfare Benefit plans, programs, and vendors.  Effectively manage Health and Welfare vendors to ensure they consistently meet or exceed their contractual obligations.  Improve the delivery of Health and Welfare services by implementing process improvements, encouraging vendors to improve/enhance their service delivery.  Optimize the delivery of Health and Welfare plans and programs, through coordination with the Benefits 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 health and welfare benefits for employees, retirees, and surviving spouses.

 

•    Knowledge of health and welfare plan administration
•    Be a key contributor of managing the annual open enrollment process
•    Process invoices from health care providers
•    Serve as an escalation point for complex health and welfare 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 
•    Keep knowledge management up-to-date for Tier 1, including issue trends and seasonal preparation (i.e., open enrollment)
•    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 health and welfare 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 health and welfare 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  

What you'll need

 

•    Preferred four-year professional degree in Business or Human Resources
•    Skilled in Excel
•    Technical, functional, and in-depth expertise in health and welfare plans, programs, and providers with at least five years’ experience
•    Understanding and application of regulations and laws to protect the interest of National Grid as well as the customers
•    Able to deliver high quality of customer service in a professional manner, especially when dealing with dissatisfied customers
•    Excellent verbal, written and listening skills 
•    Possible but unlikely travel to other National Grid locations 

 

More Information

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Annual Salary

$76.000-$89,000

 

Salary commensurate with experience.

 

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical s