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Job Description – Manager– Operations
Our story
At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to 'Be Alight.'
Our Values:
Champion People – be empathetic and help create a place where everyone belongs.
Grow with purpose – Be inspired by our higher calling of improving lives.
Be Alight – act with integrity, be real and empower others.
It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
Learn more at
About
The Role
Manager - Operations is responsible for providing outstanding customer delivery by leading and motivating his/ her team and developing programs and action plans to deliver on all performance metrics and increase customer satisfaction. The person would be responsible for coaching and development of his/ her team members and driving positive culture in his/ her team.
High-Level Responsibility Areas
The role requires reviewing key client requirements, translating these in to concrete actionable procedures for self and the group, mapping resource needs and training them on the various tools & processes with key focus on org-directions.
Relationship management with onshore TM's
Client SLA management
Facilitating new domain/client transition
Ensuring service accuracy through compliance
Create goals and performance plans for teams.
Champions operational improvements
Ongoing Status updates with team
Identify cross training strategy for his/ her team members.
Effectively partner with the support functions such as Quality, H.R, T&A, RM, TD
Manage Span ranging from (15 - 25)
Performance Management
People Management (Team management, Coaching & Development, resource management etc.)
Business Management Routines & Client calls
Escalation Management
Coaching/Performance mgmt./Training
Info shares/Round tables
Analytics / Consulting
Stakeholder Management
Formal Education - Graduate with relevant experience post-graduation (aggregate marks of =45% ( No Gaps / Failure throughout Graduation)
Knowledge & Experience
- Minimum 10 years of overall work experience (full time). 10
-14 years of experience range is preferred.
People management experience of more than 6 years is preferred
Prior experience in domains such as LOA/ Disability claim management is preferred
Proven ability to prioritize, develop and manage resource needs across clients
Ability to work evening/night shifts
Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.
You will be notified during the hiring process which checks are required by the position.
Our commitment to Diversity and Inclusion
Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and…
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