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Job Information

National Grid Senior Analyst, HR Business Services in Syracuse, New York

About us

This role is located in SYRACUSE, NY

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery

today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our

promises and always look for new opportunities to grow, both ourselves and our business.

To be successful we must anticipate the needs of our customers, reducing the cost of energy deliverytoday and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

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 Defined Benefits plans, programs, and vendors. Effectively manage Defined Benefits vendors to ensure they consistently meet or exceed their contractual obligations. Improve the delivery of Defined Benefits services by implementing process improvements, encouraging vendors to improve/enhance their service delivery. Optimize the delivery of Defined Benefits plans and programs, through coordination with Retirement Strategy group in development of plans and programs that are beneficial to National Grid and their employees, retirees, and beneficiaries.

*Overall responsibilities span the company’s current and historical pension plans, and management of data used to do so. Additionally, supporting the end to end retirement process.

Key Accountabilities

  • Knowledge of defined benefit plan administration

  • Actively manage census and plan audits

  • Data scrubbing and analytics in support of census data valuation, strategic initiatives and SOX controls

  • Serve as an escalation point for complex Defined Benefits issues; respond to customer issues in a manner that meets or exceeds the timeline designated in the Employee Services’ escalation procedures (case management)

  • Analyze trends in escalated issues to identify on-the-job training opportunities and play an active role in delivering the training

  • Keep knowledge management up-to-date for Tier 1, including issue trends and seasonal preparation (i.e., retirement processing)

  • Resolve all escalated issues from customers according to the timeline designated in the Employee Services’ SLA’s/metrics and escalation procedures

  • Participate in continuous improvement workshops and projects

  • Recognized as the Employee Services Subject Matter Expert on Defined Benefits plans, policies, procedures, and providers

  • 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

  • Data quality assurance through regular quality checks (e.g. checking completeness of data, data validation, etc.)

  • Improve service delivery efficiency and effectiveness by continually standardizing and developing processes, formats, methods, and instruments of delivery

  • Build upon professional skills and knowledge of defined benefit administration rules in order to continually grow your personal contribution to the business

  • Maintain up to date with market/regulatory developments within Defined Benefits discipline to ensure knowledge is up-to-date

  • Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit National Grid

  • Manage the day-to-day relationship with relevant internal parties or employees in order to understand their requirements, deliver appropriate, customized solutions and advice, and build cross-functional partnerships in line with National Grid policies and processes

  • Develop and maintain effective relationships with key stakeholders in order to share best practice, provide technical advice and build bases of influence; while assisting with the development of plan administrator documents

  • Participate in design and implementation or re-structuring of processes to support new Defined Benefit plans, policies, or contractual changes

  • Ensure that legal and statutory issues are addressed through the process design and governance

  • Keep up to date with market/regulatory developments within own profession/discipline in order to ensure the optimization of best practice for National Grid

  • Understand and investigate complex issues and exceptions, and communicates to escalate issues for governance/decisions

  • Conduct root cause analysis of systemic issues with providers, and partner with providers to implement successful solutions

  • Assist and coordinate work on projects by contributing to developing project standards and processes to improve project delivery within the relevant function

  • Challenge existing ways of working and continuously seek ways to do things better in order to drive greater efficiencies within assigned area

  • Provide support to stakeholders, including but not limited to HR, Labor Relations, Investment Management, Legal, and Procurement


• Preferred four-year professional degree in Business or Human Resources

• Skilled in data analytics

• Technical, functional, and in-depth expertise in Defined Benefit plans, programs, and providers with at least five 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

• Excellent verbal, written and listening skills

• Occasional travel to other National Grid locations

More Information

This position has a career path which provides for promotional opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.

The selected candidate will move laterally at their current band and market reference point and will not be eligible for a promotion at the time of accepting this position. This applies to candidates moving within the same career path (e.g., analyst, supervisor, engineer), or to a different career path (e.g., analyst to engineer, supervisor to analyst). The selected candidate will have an opportunity to be promoted within the career path during the annual salary planning process.