Role Summary:
The Portfolio Lead Analyst is a key member of the client portfolio team, responsible for supporting clients from implementation through ongoing, ensuring operational excellence across client-specific processes.
Key Responsibilities:
Client Delivery & Operations:
- Author client-specific Standard Operating Procedures (SOPs) for clients in your portfolio.
- Perform Analyst activities (e.g., HRIS, carrier files, premium remittance, open enrollment, dual-year processing, etc.) for your own book of business.
- Oversee Analyst activities, ensuring SOPs exist and are being followed, for all clients in the portfolio.
- Create and Execute test plans for new client implementations, open enrollment changes and product upgrades.
- Monitor portfolio performance metrics (NPS, SLA adherence, E&O trends) and propose improvement strategies.
- Act as escalation point for complex participant or client issues.
Leadership & Mentorship:
- While not a People Manager, the Lead Analyst is expected to mentor and coach Analysts within the portfolio, fostering skill development and performance.
- Provide guidance on best practices and operational standards.
Process Improvement:
- Analyze operational trends and recommend enhancements to improve efficiency and client satisfaction.
- Partner with Coordinators and Client Managers on special projects and audits.
Experience and Qualifications:
- Degree in business administration or related field.
- 6+ years of experience in Health & Benefits administration or similar environment.
- Strong knowledge of benefits regulations (FMLA, HIPAA, COBRA, ACA/ERISA/IRS).
- Proficiency with Benefits Administration systems and tools.
- Skills in data analytics, SLA management, and root cause analysis.
- Excellent communication and stakeholder management abilities.
- Strong US Health and Benefit Domain Knowledge.
Key Skills:
- Technical Skills: Quality Audit, Technical Writing, Data Lifecycle.
- Domain Knowledge: Benefits Administration, Carrier Connectivity & EDI Standards, Health and Benefits Plans, Open Enrollment Lifecycle & Communications.
- Managerial & Leadership Skills: Delivery Ownership, Process Improvement.
- Workplace Behavioral Skills: Learning Agility, Clear & Concise Communication, Collaboration and Teamwork, Everyday Improvements.
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