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Senior Service Delivery Analyst

Location: Norwood, Massachusetts, United States

Company: Mercer

Job ID R_052688-en

As a Health and Benefits Senior Analyst in the Service Delivery department, you’ll apply your critical thinking, data analysis, and problem solving skills to oversee daily operations, resolve issues, and respond to client requests. In this dynamic role, you’ll have the opportunity to partner with other colleagues and teams, while maintaining responsibility for your own independent work. As you gain in-depth knowledge of the evolving benefits industry, you’ll also discover the potential for a broad range of professional advancement opportunities. If you are proactive, enjoy working in a fast-paced environment, can multitask and manage your time effectively while maintaining a customer focus, Mercer would like to offer you a rewarding career. Join us as we help millions of benefit plan participants live, work, and retire well.

Primary Responsibilities:

•Report and analyze trends or escalations from the call center and report issues to various technical and business partners.
•Notify benefit center / Service Delivery Specialist (SDS) if issues are identified that require proactive notification or participant outreach.
•Run, Quality Controls, update ongoing reports with delivery to client or management as required.
•Adhere to processing log requirements ensuring ongoing processing is completed in a timely manner. Notify Team Leader or client if timelines are in jeopardy.
•Participate in ongoing client status calls. Prepare for and speak to issues you may own.
•Respond to participant specific questions from vendors or business partners,
•Address and respond to client on individual participant issues and escalations.
•Processes urgent / haste enrollment updates with carrier
•Manage and update ongoing administrative tasks daily

•Understand plan requirement documents and identify when system configuration is not consistent with those requirements
•Identify fix or enhancement work needed based on issues or trends and client feedback.
•Perform impact analysis (population & necessary clean up) when issues are identified
•Perform testing when system enhancements or fixes are in flight.
•Report issues identified back to various technical or business partners.
•Support Service Delivery Specialist (SDS) with researching issues and providing resolution where needed.


•Coordinate onboarding activities and efforts for new team members. This includes involvement with mentoring and training.
•Act as the subject matter expert (SME) and first point of contact to the junior team members
•Monitor daily case volumes and follow up with the team for necessary closure actions
•Act as back up support and deputise for the Team Leader for such things as MercerPulse, team meeting facilitation, 1:1’s, performance reviews and project management
•Support transition efforts to GOSS, acting as the lead SME for the team as it relates to Standard Operating Procedures (SOP) and training.

Core Competencies and Requirements:

·       3 – 5 years related work experience.

·       BA/BS degree preferred.

·       Ability to prioritize and manage multiple projects simultaneously.

·       Strong critical thinking and problem-solving skills.

·       Comfortable working with data, including strong Excel knowledge.

·       Self-starter, fast learner, quality conscious, and committed to meeting deadlines.

·       Attention to detail.

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