Senior Analyst - Benefits - US & Canada

You will answer employee questions, manage escalations, and ensure timely resolution of benefits issues across the employee lifecycle (hire, change, leave, and termination). Primary responsibilities include eligibility/enrollment reconciliation with vendors, enrollment processing for new hires and employees transferring from international locations, support for audits and regulatory filings, employee communications, compliance-related operational tasks, vendor coordination, and execution of approved benefit program changes. You will also support the integration of AI-enabled tools and streamlined ways of working to drive a material reduction in time spent on internal processes while maintaining accuracy, compliance, and a strong employee experience.

• Administer EXL’s US and Canada benefits programs (medical, dental, vision, life, disability, retirement, and leave of absence) by processing transactions accurately and on time in accordance with plan provisions and internal procedures.
• Serve as a primary point of contact for employee benefits questions; research issues, provide clear guidance, and manage escalations through resolution with HR, Payroll, and vendors.
• Perform recurring reconciliations across HRIS/Payroll and vendor systems (eligibility, enrollment, and payroll deductions); research variances, drive corrections, and maintain audit-ready support and reconciliation logs.
• Process benefits enrollment and life events for new hires, qualified status changes, and employees transferring from international locations; ensure timely enrollment, accurate data entry, and required documentation.
• Coordinate benefits-related activities for leaves of absence (e.g., FMLA, state leaves, disability, parental leave) with leave vendors and Payroll, including benefits continuation and employee communications.
• Draft, update, and distribute employee-facing benefits communications and templates (e.g., enrollment instructions, plan changes, reminders), and help maintain benefits content and job aids.
• Support audits and regulatory filings for US and Canada benefits programs (as applicable) by compiling accurate data, coordinating inputs with internal stakeholders and vendors, tracking deadlines, and maintaining documentation.
• Maintain operational controls and documentation standards, including eligibility governance, confidentiality and privacy practices, and adherence to plan rules and internal procedures; escalate risks and recurring issues appropriately.
• Coordinate with benefit vendors and internal partners to resolve escalated issues; track open items to closure, document outcomes, and communicate trends to the Benefits team.
• Support benefit program changes and annual enrollment activities by coordinating timelines and deliverables, supporting testing as needed, and assisting with employee communications and post-change issue resolution.
• Identify opportunities to reduce manual work through AI-enabled tools and process improvements (e.g., intake triage, templated communications, knowledge articles, and standardized checklists); document current vs. future-state processes and support implementation.
• Maintain AI-enabled standard work by updating SOPs, templates, and job aids; track and report operational metrics (e.g., cycle time, volume, backlog, and rework) to measure efficiency gains and sustain improvements.
• Maintain benefits documentation and operational trackers (e.g., reconciliation logs, audit support files, open-issue lists, and standard operating procedures) and provide routine reporting to support accurate, efficient operations and continuous improvement.
• Growth & Development Opportunities
• Increase ownership of complex reconciliations and root-cause resolution (e.g., multi-vendor eligibility/enrollment issues, payroll deduction variances, retroactivity, and eligibility governance).
• Take on expanded annual enrollment responsibilities (planning support, testing/validation, employee communications, and post-enrollment audits/cleanup).
• Build deeper expertise in US and Canada compliance operations by supporting more complex audits/filings and strengthening audit-ready documentation standards.
• Develop HRIS/benefits system testing skills (e.g., file feeds, configuration impacts, and regression testing) and help execute system enhancements and vendor transitions.
• Strengthen vendor service delivery by partnering on issue prevention, tracking recurring trends, and helping implement process improvements that enhance the employee experience.
• Develop capability