Life Operations Escalations Analyst

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Dayforce

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🏢 Enterprise

💰 $1G Post-IPO Debt - Dayforce on 2024-03

HR Tech • SaaS • Enterprise

Dayforce is a cloud-based human capital management (HCM) platform originally developed by Ceridian. It provides enterprise-focused HR functionality including payroll, workforce management (time and attendance, scheduling), talent and performance management, benefits administration, and related workforce analytics — delivered as a single SaaS application for employers.

📋 Description

• Own Life Escalations End‑to‑End • Manage all incoming life escalations across post‑issue servicing —from initial acknowledgment through final resolution • Take full ownership of escalated cases, ensuring timely, accurate responses that meet SLA commitments while delivering a positive customer experience • Provide consistent status updates and follow‑through to ensure issues are resolved completely and effectively • Partner Across the Business & with Our TPA • Work closely with our TPA escalations team to resolve complex issues, address system complications, and ensure timely action on open items • Partner with operational teams, product, compliance, marketing, and key vendor partners to drive alignment and resolution • Support the Operational TPA Oversight Manager by assisting with incident analysis and prioritization of escalated work and projects • Drive Quality, Oversight & Continuous Improvement • Perform root‑cause analysis on escalations to identify trends, systemic issues, and long‑term solutions • Assist with QA analysis of post‑issue service requests to confirm SLA adherence and quality processing by the TPA • Support oversight, reporting, and continuous improvement initiatives by leveraging data to provide actionable insights and recommendations • Communicate with Professionalism & Impact • Act as a trusted point of contact for escalated matters, communicating clearly and professionally with agents, distributors, customers, vendors, and internal stakeholders • Apply strong critical‑thinking and problem‑solving skills to navigate complex scenarios in a fast‑paced, evolving environment • Demonstrate initiative, accountability, and sound judgment while working independently and collaboratively

🎯 Requirements

• 1-3 years of experience in financial services and life insurance strongly preferred • Prior experience working directly with a TPA provider • Demonstrated knowledge of life operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions • Knowledge of life products; fixed, indexed and variable. • Experience analyzing, measuring, and evaluating data through reporting. • Excellent verbal and written communication skills, at all levels of the organization.

🏖️ Benefits

• A competitive benefits package including comprehensive medical, dental, and vision coverage • an HSA and 401(k) company match • paid time off • employer-paid life and disability insurance • Remote/hybrid work arrangement