Service Center Operational Excellence Analyst

The OPX Specialist supports Service Center Operations by leveraging prior experience in Benefits Outsourcing and inbound Service Center environments, with a strong focus on Health & Welfare and/or Pension benefits. This role is responsible for auditing operational materials and processes, maintaining knowledge base and tool accuracy, supporting client remediation and security efforts, and ensuring teams meet contractual SLAs. The OPX Specialist partners closely with operations to analyze data, assess process and technology changes, support system testing, and drive continuous improvement—particularly during high-impact periods such as Annual Enrollment.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

• Complete client audits to ensure materials are accurate and teams are following best practices. (Training audits, KB articles, client folders, and other items as assigned)
• Ensure KB standards are being used, and information is updated
• Review TCT for accuracy and update as necessary
• Assist with client remediation\ security incidents
• Audit project status of various projects to ensure completion
• Assist with testing Service Center technology upgrades/change functionality (MCCH, LDApp, Genesys, IVR, etc.…)
• Assist with Annual Enrollment activities as needed (Tracked Practice Call coordination, reviewing AE debrief materials, sending weekly status emails, etc.)
• Collect and analyze data to identify patterns, trends, insights, and solutions
• Create and review reports to analyze new product/process changes for impact
• Organize and interpret data for presentation to a wide audience, including reviewing findings with individual client teams for further analysis
Review client SLAs to assist teams with meeting contractual obligations

The Requirements

• Minimum of 2-years of experience in an inbound Service Center
• 2 years of experience in Benefits Outsourcing
• Ability to effectively use MS Office, including Word and Excel
• Knowledge of TCT, ITS, and MCCH Reporting and Ticketing strongly preferred
• Knowledge of the KB tool, and how to update strongly preferred
• Health and Welfare and/or Pension Benefit Knowledge
• Attention to detail
• Critical thinking skills
• Ability to communicate effectively with Service Center Operations

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with the requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role, and potential for revenue generation.

Compensation

The base salary compensation range being offered for this role is $50,000 - $55,000 USD annually (for US-based candidates).

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k).

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE, including disability/vets