National Grid (https:\\careers.nationalgridus.com)
Full Time Employee
About the Position:
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 Leave of Absence plans, programs, and vendors. Ensures the Leave of Absence team performs effectively against Service Level Agreements. Improve the delivery of Leave adminstration by implementing process improvements, encouraging vendors to improve/enhance their service delivery, and development of Sick/Disability plans and programs that are beneficial to National Grid and their employees, retirees, and beneficiaries.
Position Responsibilities (including but not limited to):
Serve as an escalation point for complex Leave of Absence issues; respond to customer issues in a manner that meets or exceeds the timeline designated in the Employee Services’ escalation procedures.
Analyze trends in escalated issues for issue detection & remediation in addition to identifying on-the-job training opportunities & training delivery.
Maintain and utilize standard operating procedures to be used by Analysts and Response Team.
Participate in continuous improvement workshops and projects as directed.
Employee Services’ Subject Matter Expert on Sick/Disability plans, policies, procedures, and providers
Analyze the progress of the Leave of Absence team against the metrics as defined in the Service Level Agreements.
Suggest methods to update, simplify, improve, and enhance processes, procedures and technologies.
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.
Ensure that data quality is high by carrying out regular quality checks (e.g. checking completeness of data, plausibility, etc.).
Ensure quality of Response Team data entry by performing the Employee Services quality assurance process.
Monitor Response Team case management entries and the closure of issues according to the designated Employee Services escalation procedures.
Identify the technical and reporting requirements needed to deliver operational and processing requirements.
Create functional specifications, review, and recommend modifications to Leave of Absence reports.
Participate in user acceptance testing for system upgrades and new functionality.
Build upon professional skills and knowledge of Sick Leave policies in order to continually grow your personal contribution to the business.
Keep up to date with market/regulatory developments within own profession/discipline in order to ensure the optimization of best practices for National Grid.
Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid.
Challenge existing ways of working and continuously seek ways to do things better in order to drive greater efficiencies within assigned area.
Knowledge & Experience Required:
Preferred four-year professional degree in Business or Human Resources.
Technical, functional, and in-depth expertise in Human Resources plans, programs, and providers with at least 5 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.
Good understanding of key business drivers and external commercial environment.
Proven ability to understand efficient and effective methods to delivering Sick Leave/Disability related information and able to drive appropriate process improvements.
Ability to coach, provide feedback, motivate, and develop others in a direct manner that produces the necessary results.
Excellent verbal, written and listening skills.
Ability to maintain effectiveness and commitment when challenged by difficult situations.
Exceptional ability to partner with key stakeholders within a call center and outside of a call center to resolve issues and implement process improvements.
Travel to other National Grid locations as needed
This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
:Services Delivery Center
:Services Del Center
:Sep 22, 2016, 12:23:33 PM
:Oct 21, 2016, 11:59:00 PM
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