Senior Benefits Delivery Partner

• Build partnership with Strategy team, internal teams (Systems/IT, Payroll, etc.), external consultants, and vendor partners to ensure proper implementation of benefit changes, new offerings, and/or new vendors set up that aligns with the policy requirements and benefits are delivered accurately with the highest level of service. Partner with the Strategy team on benefits and new program communications. Collaborate with internal and external partners (team, cross functional teams, vendors, consultants, etc.).
• Establish relationships with HR Partners, business leaders, and employees to ensure our benefits delivery aligns with their expectations and needs.
• Function as the subject matter expert on benefit programs; utilize the help desk ticketing system to resolve benefit issues, escalations, and close them in a timely manner – usually within 48 to 72 hours for non-complex and five business days for complex issues.
• Identify and resolve complex issues by conducting thorough investigations to determine root causes and performing impact analysis focusing on financial and employee impacts. Evaluate different resolution strategies, identifying the advantages and disadvantages of each. Present recommendations, including timelines, project plans, and employee communication plans to senior leaders.
• Knowledgeable in healthcare/group medical insurance, including but not limited to inpatient and outpatient department services, parent-in-law coverage, annual health checks, pension plan (voluntary and non-voluntary), and ongoing audit activities.
• Manage vendor relationships effectively by conducting regular vendor partner meetings on a consistent basis (weekly, monthly, quarterly, etc.) to review ongoing issues, roadblocks, service improvement opportunities, member satisfaction results on customer service and website efficiencies; monitor service-related performance guarantee results and execute service improvement plans when necessary; monitor monthly invoices to ensure accurate administrative fees and enrollments are applied.
• Effectively manage multiple, complex projects and deadlines, with internal and external stakeholders.
• Actively participate and/or lead the preparation for Annual Enrollment and user acceptance testing to ensure thorough review of the enrollment system and ensure the correct set up of benefits, eligibility rules/requirements, employee contribution rates, fees, communications and premiums. Review the setup of interface files between benefits administration system, payroll, and vendor systems determining required fields based on minimum necessary rules, frequency, monitor file testing results, etc. Ensure website and/or app-based enrollment process is efficient that provides excellent member experience. Document lessons-learned and conduct or participate in AE debrief meetings.
• Identify process improvement and/or automation opportunities; effectively collaborate with key stakeholders, manage implementations, execution, and documentation of new processes; set and track project success metrics and document lessons learned.
• Participate in and/or conduct benefit trainings to partner teams and external vendors.
• Determine audit schedules and types for each major vendor partner. Manage audit progress, review results, and set priorities on necessary changes or improvement plans. Work with vendor to implement improvements for optimal performance.
• Partner with technical teams and payroll to ensure accuracy of employee data and functionality of electronic data interfaces and integration files with partner vendors.
• Monitor and understand regulation changes that may impact benefit administration process and/or program offerings. When necessary, work with internal teams, external counsel, and/or vendor partners on benefit administration changes.
• Partner with the strategy team on all regulation-related filings in a timely manner and assure Plan compliance.

Intuit