Analyst - Group Retiree

Role Summary 

The Grade 2 Senior Executive supports the end-to-end administration of Group Retiree benefits. The role independently manages assigned work, applies documented procedures and client requirements, maintains accurate participant records, resolves routine exceptions, and escalates risks or complex cases promptly. The role works closely with onshore administration, client account, configuration, billing, carrier and technology teams to support a reliable retiree experience. 

Key Duties and Responsibilities 

Participant, eligibility and enrollment administration 

• Create and maintain retiree and dependent records in approved administration systems based on authorized client or participant information. 

• Process retiree demographic updates, including additions, address changes, dependent changes and other approved record corrections. 

• Process enrollment and election activity, administrative life events, newly retired transactions, coverage changes and terminations in line with documented rules and effective dates. 

• Validate participant, plan, coverage, eligibility and effective-date information before completing transactions or submitting work for approval. 

• Maintain clear case notes and an accurate audit trail for every transaction. 

Case, claim and work-queue management 

• Own assigned administration cases, service requests and claim-registration activities from receipt through closure within agreed service levels. 

• Monitor assigned queues and aged inventory, including daily review of 1F and other designated cases, and take action to prevent backlog accumulation. 

• Investigate routine discrepancies, identify missing or inconsistent information, complete permitted corrections and route complex matters to the appropriate owner. 

• Provide timely status updates, document blockers and follow through until resolution. 

• Support operational recovery plans and priority work during peak periods, system cutovers and open enrollment. 

Discrepancy reporting, quality and controls 

• Prepare, review and complete weekly discrepancy reports within committed timelines. 

• Perform checks for completeness, accuracy, duplicate activity, effective dates and alignment with client requirements and SOPs. 

• Complete peer review or maker-checker controls where required and respond promptly to quality feedback. 

• Protect confidential participant and client information and follow applicable privacy, security, access and records-management requirements. 

• Escalate data issues, system defects, recurring errors, SLA risks and control gaps with supporting evidence. 

Operational Coordination and Continuous Improvement 

• Coordinate with US and India Group Retiree teams, Client Account Consultants, benefit counselors, configuration, billing, carrier-file and technology partners to resolve dependencies. 

• Attend huddles, calibration sessions, product or process meetings, and provide concise updates on volumes, ageing, risks and next actions. 

• Follow approved SOPs, knowledge articles, client documentation and version-control practices; help keep procedures current when processes change. 

• Identify repeat issues and practical opportunities to improve accuracy, turnaround time, controls and participant service. 

• Participate in small improvement initiatives, testing, knowledge-transfer and cross-training activities. 

• Support new client, renewal and open-enrollment readiness activities assigned to administration, including validation of participant impacts and completion of required administrative updates. 

• Provide day-to-day guidance to newer colleagues on documented processes without assuming formal people-management accountability. 

Systems and Tools 

• Work confidently in Javelina, My Benefits / HEF, ServiceNow and other approved case, workflow, reporting or client repositories used by Group Retiree Administration. 

• Use Microsoft Excel for reconciliations, trackers, discrepancy analysis and operational reporting; use Word, PowerPoint, Outlook and Teams for documentation and collaboration. 

• Follow access controls and use only approved locations for storing participant, client and operational information. 

Knowledge, Skills and Behaviors 

• Working knowledge of US health and retiree benefits administration, including eligibility, enrollment, demographic maintenance and participant servicing. 

• Ability to interpret client requirements, SOPs, plan rules and effective-date logic and apply them consistently. 

• Strong attention to detail, analytical thinking and problem-solving capability. 

• Clear written and verbal communication, with the confidence to ask focused questions and escalate risks early. 

• Ability to prioritize multiple work items, meet deadlines and maintain quality in a high-volume environment. 

• Intermediate Microsoft Excel, Word and PowerPoint skills. 

• Collaborative, accountable, adaptable and comfortable working across time zones and shifts. 

Experience and Eligibility 

• Minimum 3.5 years of overall relevant experience, preferably in US health, benefits administration, insurance operations or a comparable regulated service environment. 

• Demonstrated experience independently processing operational transactions, resolving cases and meeting quality and service-level expectations. 

• Internal applicants should meet the organization’s current mobility, conduct and performance eligibility requirements. 

• Flexibility to work in shifts based on business and client requirements. 

What Success Looks Like 

• Assigned cases, claims and discrepancy work are completed accurately and within agreed service levels. 

• Participant records and case documentation are complete, consistent and auditable. 

• Backlogs, aged items, repeat errors and operational risks are identified early and actively managed. 

• Stakeholders receive clear status updates, and dependencies are followed through to closure. 

• Process knowledge is shared, SOPs remain current, and practical improvements are implemented. 

Note: This description reflects the Grade 2 scope for Group Retiree Administration. Responsibilities may be adjusted to meet client, regulatory, technology and operating-model requirements.