Service Center Operational Excellence Analyst

WTW•Mount Laurel Township, NJ

About The Position

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.

Responsibilities

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