As a leading provider of human capital solutions, we help our
clients and their people navigate the complexity of health, wealth
and HR. We combine data-driven, consumer-centered technology with
personalized care and service to deliver a superior customer
experience. Our dedicated colleagues across 28 global centers help
23 million people and their 11 million family members simplify work
and life, both now and in the future. At Alight, we are reimagining
how people and organizations thrive.
Note: this role is a virtual/work from home/remote
The Operations Services Manager (OSM) will oversee a team of 4+
colleagues and is accountable for management of ongoing operations
across their assigned clients, which can include multiple service
locations and platforms. The OSM is responsible for ensuring timely
execution of ongoing client deliverables, as well as developing
solutions to complex problems across clients. The OSM will serve as
the primary operations escalation point, internally and externally,
along with the Operations Services Senior Manager or Director. May
have project management accountability, lead moderately complex
projects, and participate in client sales meetings as Subject
Matter Expert/Advisor. The OSM is responsible for people management
including hiring, coaching and developing others.
- Function as the primary escalation point for clients in aligned
focus area (ie: Payroll, HCM, and Talent).
Create, manage and execute upon required recovery plans and Root
Cause Analysis documentation as necessary; ensure internal
stakeholders are notified and actively participate in related
Attend governance meetings and schedule periodic check-ins with
client contacts to discuss issues or concerns.
Support the Domain Process Lead and Client Service Manager in
consultative best practice conversations with clients.
- Lead aligned operations teams by providing direction, linking
colleague goals and expectations to those of the company
Develop and manage resources across aligned operations by
creating resource plans throughout the year, including plans for
future business needs.
Own and drive performance management activities and results for
aligned operations by setting goals and delegating work to
Cultivate strong relationships with Alight team members and
Responsible for change management and consistent delivery of key
messages across aligned Operations Teams.
Champions an environment of a 'one team, team' across Payroll
and Cloud Services through collaboration.
Continuously hone leadership competencies: participate in and
lead ongoing leadership skill building opportunities.
- Responsible for quality Operational Health Results
Actively manage and monitor Operational Health to ensure ongoing
green status, across Operations for aligned focus areas
Adhere to Operating System guidelines, POV compliance and
industry best practices
Monitor the workload across aligned operations ensuring business
as usual and projects are delivered to required deadlines with
Analyze productivity data on the output of work across aligned
operations to identify trends that drive operational
Conduct applicable risk-based audits to ensure delivery is SOC
compliant, and aligns to the contract/SOW scope
Manage and actively participate in SOC Audits, Business
Continuity Planning and recovery efforts, change management,
capacity creation and other process improvements.
- Responsible for Financials across clients in aligned focus
areas (ie: Payroll, HCM, and Talent).
Ensure achievement of Service Level Agreements (SLAs) across
aligned Operations teams.
Review Change Request estimates prepared by aligned teams and
ensure changes are adopted and implemented consistently
Coordinate with Client Services Manager to mitigate financial
impacts of Errors and Omissions (E&Os)
Identify effective cost management practices; implement
Ensure adherence to SOW and Change Request creation for items
beyond SOW for accountable service area.
Manages to SOWs (Statements of Work) and monitoring variable
charges, specific to their clients.
- Responsible for achievement of Global Sourcing and automation
targets, in partnership with the Operations Services Director.
Assist sales team in functional area of expertise as needed.
This may include, but is not limited to, participation in sales
calls, development of sales sheets and assistance with
Knowledge, Skills, Abilities, Experience
Knowledge, Education, Certification, Skills & Technical
Bachelor's degree and/or a minimum of 3-5 years of equivalent
work experience required.
HR, Payroll or Talent related experience with in-depth knowledge
of functional area;
Ability to lead and thrive in a fast-paced environment adapt to
frequent change with urgency and setting priorities for aligned
Effective coaching and team development skills.
Excellent oral and written communication skills.
Ability to build strong relations with client contacts and
internal teams and stakeholders.
- Strong computer skills with current technical knowledge
Background Check Required
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 of 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, fingerprint verification, credit check,
and/or drug test. You will be notified during the hiring process
which checks are required by the position.
Equal Employment Opportunity
Alight is an Equal Opportunity employer. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity,
ancestry, national origin, physical or mental disability, veteran
or military status, or any other legally protected characteristics
or conduct covered by federal, state or local law. In addition,
Alight takes affirmative action to ensure that applicants are
employed, and that employees are treated during employment, without
regard to their race, color, religion, sex, sexual orientation,
gender identity, protected veteran status, or national origin.
Alight provides reasonable accommodations to the known
limitations of otherwise qualified employees and applicants for
employment with disabilities, sincerely held religious beliefs,
practices and observances, unless doing so would result in an undue
hardship. Applicants for employment may request a reasonable
accommodation/modification by contacting his/her recruiter.
At Alight, we believe that diversity should be visible, valued,
and sustained throughout the organization. Alight provides equal
treatment and employment opportunities to all employees and
applicants for employment without regard to any protected status or
other protected characteristic.
Authorization to Work in the United States
Applicants for employment in the United States must have work
authorization that does not now or in the future require
sponsorship of a visa for employment authorization in the United
States and with Alight.
We offer you a competitive total rewards package, continuing
education & training, and tremendous potential with a growing
Nothing in this job description restricts management's right to
assign or reassign duties and responsibilities of this job to other
entities; including but not limited to subsidiaries, partners, or
purchasers of Alight business units.
Alight Solutions provides equal employment opportunities (EEO)
to all employees and applicants for employment without regard to
race, color, religion, creed, sex, sexual orientation, gender
identity, national origin, age, disability, genetic information,
pregnancy, childbirth or related medical condition, veteran,
marital, parental, citizenship, or domestic partner status, or any
other status protected by applicable national, federal, state or
local law. Alight Solutions is committed to a diverse workforce and
is an affirmative action employer.