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Analyst

Syracuse, New York

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Overview

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.

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Success Profile

What makes you successful at National Grid?
Check out the top traits we’re looking for and see if you have the right mix.

  • Leadership 10
  • Customer Focused 9
  • Responsible 9
  • Positive 8
  • Results Driven 7
  • Communicator 6
  • Socially Conscious 5
Traits are on a scale of 0 to 10

Addtional Traits

  • Analytical
  • Collborative
  • Enthusiastic
  • Focused
  • Thoughtful
  • Team player

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Benefits

  • Health

  • Wellbeing

  • Financial Security

  • Work Life
    Balance

  • Personal Care

  • Career
    Advancement

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Quotes

Natalie Terhaar

“ As Community Coordinator, I am lucky enough to work with so many deserving organizations that assist so many people in need. I am able to support these agencies with grants that will help them thrive and continue to do the amazing work that they do for our community. Being a full-time working mother, National Grid is extremely family oriented and truly cares about their employee’s best interest. ”

Natalie Terhaar Coordinator, Community & Cust Mgmt

“ It's easy to represent National Grid because of its values … safety, ethics, community involvement. I see how my work makes a difference. There's a clear line of sight to the company’s goals. ”

Katie Information Systems
Kelsey Kennedy

“ Our company’s strongest asset is its people, I love coming to work every day and being able interact with all our business groups and connect with different people on a daily basis. National Grid has a very customer-focused culture. At National Grid we all work together and help each other out as it will ultimately make us better for our customers. ”

Kelsey Kennedy Associate Coordinator for Pipeline Programs
Martin Sobers

“ The most rewarding part about my role is being able to help others improve their craft daily. I also enjoy being able to help our customers. Being a face in the field that they can connect to, helping them understand what is happening and why, and keeping them safe. National Grid's culture is one of diversity, supportive of its employees, and focused on customer satisfaction. ”

Martin Sobers Lead Supervisor Operations, Field Ops
Cedric Williams

“ The most rewarding aspect of my career is the opportunity to shape the future of how we deliver major capital projects for our customers. Our culture has a strong focus on meeting customer expectations, employee and public safety, and operational efficiency. ”

Cedric Williams VP Complex Capital Delivery Program, Complex Capital Del Project Team

We support developing the skills and capabilities of young people in the science, technology, engineering and mathematics (STEM) subjects. It supports our future talent recruitment and our desire to see young people gain meaningful employment.

Learn more about our Student Programs

Responsibilities

About us

This Analyst, Business Services role is located in SYRACUSE, NY

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.

To be successful we must anticipate the needs of our customers, reducing the cost of energy deliverytoday 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.


Job Purpose

Provide high quality of customer service to National Grid’s employees, retirees, and beneficiaries through effective customer management, development of efficient end-to-end processes, and in-depth expertise in Health & Welfare plans, programs, and vendors.  Effectively manage Health & Welfare vendors to ensure they consistently meet or exceed their contractual obligations.  Improve the delivery of Health & Welfare administration by implementing process improvements, encouraging vendors to improve/enhance their service delivery.  Optimize the delivery of plans and programs, through coordination with HR in development of plans and programs that are beneficial to National Grid and their employees, retirees, and beneficiaries.  

*Overall responsibilities span administration of the company’s current and historical health & welfare plans, as well as invoicing related to claims processing and administrative fees.

Key Accountabilities
  • Knowledge of health & welfare administration
  • Assist as needed with end to end processes for retirement and death processing, as it relates to health & welfare administration
  • Analysis of auto enrollment and exception reporting related to new hires, cross borders and off boarders
  • Serve as an escalation point for complex health & 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., Annual 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 & 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
  • Data quality assurance through regular quality checks (e.g. checking completeness of data, data validation, etc.)
  • 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 defined benefit administration rules in order to continually grow your personal contribution to the business
  • Maintain up to date with market/regulatory developments within health & welfare discipline to ensure knowledge is up-to-date
  • Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid
  • 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
  • Develop and maintain effective relationships with key stakeholders in order to share best practice, provide technical advice and build bases of influence; while assisting with the development of plan administrator documents 
  • Participate in design and implementation or re-structuring of processes to support new health & welfare plans, policies, or contractual changes
  • Ensure that legal and statutory issues are addressed through the process design and governance
  • Keep up to date with market/regulatory developments within own profession/discipline in order to ensure the optimization of best practice for National Grid
  • Understand and investigate complex issues and exceptions, and communicates to escalate issues for governance/decisions
  • Conduct root cause analysis of systemic issues with providers, and partner with providers to implement successful solutions
  • Assist and coordinate work on projects by contributing to developing project standards and processes to improve project delivery within the relevant function
  • Challenge existing ways of working and continuously seek ways to do things better in order to drive greater efficiencies within assigned area
Qualifications

•    Preferred four-year professional degree in Business or Human Resources
•    Skilled in data analytics
•    Technical, functional, and in-depth expertise in health & 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 
•    Occasional travel to other National Grid locations 

More Information

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

The selected candidate will move laterally at their current band and market reference point and will not be eligible for a promotion at the time of accepting this position.  This applies to candidates moving within the same career path (e.g., analyst, supervisor, engineer), or to a different career path (e.g., analyst to engineer, supervisor to analyst).  The selected candidate will have an opportunity to be promoted within the career path during the annual salary planning process.

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Awards

  • 2016 World's Most Ethical Companies www.ethisphere.com
  • 2017 World's Most Ethical Companies www.ethisphere.com
  • 2018 World's Most Ethical Companies www.ethisphere.com
  • Human Rights Campaign 2018 Best Places to Work for LGBTQ Equality 100% Corporate Equality Index
  • Best in class 2017 4017(k) plan sponsor
  • Reader's Choice 2018 a top 50 employer Careers & the disABLED

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