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National Grid Senior Analyst, HR Business Services in Waltham, Massachusetts

About us


At National Grid we are committed to delivering safe and reliable energy to the customers and communities we serve. We are one of the largest investor-owned energy companies in the world. We are proud of the contributions our work and our people make to the prosperity and wellbeing of our customers, communities and investors.

We are currently looking for highly motivated individuals who want to join a dynamic and fast paced organization going through a major transformation. If you are someone who’s looking to bring innovation, contribute ideas and play a part in renewing the global organization we want to hear from you!

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, as well as the end to end retirement and death processes.

Key Accountabilities

  • Knowledge of defined benefit plan administration

  • Reconcilement of group annuity contracts (part of benefit payments)

  • Maintain and manage end to end processes for retirement and death processing

  • 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.)

  • Monitor Tier 1 case management entries and the closure of issues according to the designated Employee Services’ escalation procedures

  • 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

  • Management and oversight of both our Census and Plan audits across Pension Plans, which includes performing the annual SOX control in place.


  • 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 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.