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HR BPO Ops Mgr

Company: Alight
Location: Washington
Posted on: June 12, 2021

Job Description:

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 opportunity

Job Description

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.

Key Responsibilities:

  • 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 client discussions.

  • 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 colleagues

  • Cultivate strong relationships with Alight team members and stakeholders.

  • 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 quality

  • Analyze productivity data on the output of work across aligned operations to identify trends that drive operational improvement

  • 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 operational improvements.

  • 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 estimation

Knowledge, Skills, Abilities, Experience

Knowledge, Education, Certification, Skills & Technical Proficiencies

  • 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 teams.

  • 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

Work Experience

  • 5-7 years relevant work experience required

  • At least 2 years of people management experience preferred.

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.

Reasonable Accommodations

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.

Diversity Statement

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 worldwide organization.


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.

Keywords: Alight, Washington DC , HR BPO Ops Mgr, Other , Washington, DC

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