Service Delivery Consultant II – Delivery

Service Delivery Consultant II

The Service Delivery Consultant II is responsible for supporting all aspects of the Health and Insurance (H&I) and Carrier Management programs and services. The role requires a deep understanding of the administration of H&I programs and managing complex processes involving multiple third‑party service providers, along with partnering internally in a heavily matrixed environment.

This job is responsible for managing the delivery and execution of Global Human Resources (GHR) products and programs, which may include Payroll, Benefits, Compensation, Learning and Development (LD), Retirement, Shared Services or Staffing. Key responsibilities include partnering with the HR program design functions to recommend solutions and requirements for new programs. Job expectations include understanding the programs/products, operational requirements, end‑to‑end processes, and oversight necessary to deliver HR programs successfully and effectively.

• Service Delivery Point of Contact partnering with multiple vendors and internal partners (Benefits Design, Technology, Vendor Management, Business Control, Sourcing, Legal, Communications, Finance, and HR Reporting teams) to ensure processes and services are delivered flawlessly to teammates
• Support multiple vendor relationships, monitor their process controls, identifying and ensuring proper risk mitigation routines are in place and followed
• Support process and technical enhancements, including testing requirements, and implementation of health and insurance programs and initiatives
• Throughout any enhancement or changes, always keeping the employee experience at the forefront of consideration
• Identify and interpret trends in data that may impact programs

• Serve as Subject Matter Expert and primary contact for plan vendors and third party administrators, while managing member escalations and driving to resolution
• Ensure compliance with state and federal regulations including HIPAA, COBRA, ERISA, and other applicable regulations
• Responsible for ongoing invoice and claim funding reviews and approval, as well as participation in Annual Benefits Enrollment activities
• Communication of changes and process improvements to appropriate audiences; and updates to POP Tool as required
• Performs complex analytics, consulting, and process design tasks to support the successful delivery of Global Human Resources (GHR) products and programs
• Evaluates existing processes, technologies, and routines to drive process improvements
• Implements controls to mitigate and manage compliance and operational risk
• Manages a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively, while coaching and developing team members
• Partners with HR program functions on an ongoing basis to ensure processes meet design requirements
• Supports larger, complex initiatives by identifying solutions that meet business needs and priorities

• 2+ years of strong Vendor Management experience
• Strong knowledge of back‑office operations and data analysis
• Strong technical knowledge of system data feeds, data flows, cloud, AI, etc.
• User acceptance testing experience, preferably HR related applications
• Strong project management skills, including the ability to prioritize work and meet deadlines while driving competing priorities and multiple tasks concurrently
• Attention to detail, adept in handling quantitative data and ability to identify end to end impact
• Relationship management experience including the ability to communicate, influence and coach at the senior leader level
• Ability to demonstrate facilitation, client service orientation, leadership, influence, teamwork and collaboration
• Strong oral & written communication skills; ability to articulate complex concepts to a non‑specialist audience
• A team player who thinks and acts cross‑functions, proactive and focused on continuous improvement
• A problem solver with a “can do” attitude, sense of urgency, consultative approach and client service mentality that drives issues through to completion
• Demonstrates a sense of commitment to work and willingly assumes responsibility for accomplishing objectives
• Self‑starter individual comfortable working independently with flexibility/adaptability

• 3-5 years Benefit Administration experience
• Experience working with and managing outsourced services
• Project and program management experience

• Analytical Thinking
• Critical Thinking
• Decision Making
• Payroll Management
• Process Management
• Business Operations Management
• Influence
• Problem Solving
• Quality Assurance
• Strategic Thinking Your message ended unexpectedly? Let me correct that.