Laurel Candra
About Laurel Candra
Laurel Candra is a Senior Director at Alight Solutions in Lincolnshire, IL, with extensive experience in client service delivery and team management.
Professional Experience at Alight Solutions
Laurel Candra currently holds the position of Senior Director at Alight Solutions in Lincolnshire, IL. In this capacity, she applies her extensive background in client service delivery, compliance, and advocacy services. Her role focuses on ensuring the highest standards in service level agreements and client satisfaction, highlighted by her consistently high Net Promoter Scores (NPS).
Career at Aon Hewitt
Laurel Candra's career at Aon Hewitt spanned from 1986 to 2017, during which she held various leadership roles. Beginning as a Health and Welfare Administration Services Manager from 1986 to 1994, she then served as a Connections™ Services Manager from 1995 to 2004. She progressed to become the Benefit Determination Review Team Manager from 2004 to 2006, followed by a five-year tenure as Benefit Delivery Manager until 2011. She moved into compliance services, serving as Senior Director - Compliance Services from 2011 to 2016, and finally took on the role of Senior Director - Advocacy Services from 2016 to 2017.
Education and Expertise
Laurel Candra pursued her education at Harper College. Her academic foundation has supported her in developing a strong expertise in managing client services, compliance, advocacy, and employee benefits administration. These skills have been further enriched by her hands-on experience in various managerial and directorial roles over several decades.
Process Improvement Initiatives
Throughout her career, Laurel Candra has demonstrated a keen ability for implementing process improvements. She successfully established a globally staffed team to address participant issues, introducing standard operating procedures, management routines, key performance metrics, dashboards, and an audit program. Additionally, she has utilized data analytics and root cause analysis to identify and action opportunities for enhanced service delivery and customer experience.
Success in Client Service Delivery
Laurel Candra has a track record of delivering successful client service projects. Notably, she achieved a Net Promoter Score (NPS) of 10 across multiple years, reflecting a high level of client satisfaction. She also successfully implemented and managed initial annual enrollments, maintaining smooth and 'non-event' enrollments in subsequent years. Her expertise in managing analytics and business routines has been pivotal in tracking and achieving contractual service level measures.