Retirement Services - Service Delivery Analyst

Position Summary:

This person serves as the contact point for the client and ensures the quality and timeliness of administration services for an assigned group of plans within the Retirement Services team.

Essential Responsibilities:

• Monitors incoming work requests for accuracy and completeness. Responsible for working with the client to supplement or clarify incomplete or ambiguous requests.
• Identifies any non-standard processing and directs it to the Exceptions Processing Unit.
• Monitors workflow and deliverable dates to ensure compliance with client service standards.
• Performs quality control review of processed work and client deliverables.
• Tracks audit results to improve individual performance and to develop system enhancements.
• Helps to train new Retirement Plan Administrators in operational functions including client specific procedures, service level agreements, the use of internal systems and client specific tools.
• Facilitates new processes and procedures, working with immediate supervisor/manager in defining workflow that will ensure efficient and accurate processing of the business associated with the assigned team. Assists in integrating these new processes into existing operations.
• Tracks and reports to immediate supervisor/manager productivity service measures regularly to improve team and individual effectiveness.
• Serves as backup to team in event of staffing shortages, PTO, and short term work leaves.
• Assists in documenting client-specific process and procedures.
• Assists in Periodic Metric Reports for volume and accuracy of work performed in the group.
  

Qualifications:

• Five years of experience in functional area
• Two years in a client facing role or as a lead.
• Five years of experience with plan processing and administration, preferably nonqualified plans
• Excellent oral and written skills
• Excellent organization and follow through skills
• High level of sensitivity to service and quality
• In-depth understanding of nonqualified plan processing and administration
• Good understanding of McCamish Systems' functionality and service offerings

For more information

You may send a message describing your relevant experience and a copy of your resume by fax to Human Resources at 770.690.1800, or email to jobs@mccamish.com.

 

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