Posted in Management 30+ days ago.
Location: Washington, Washington DC
Alight unlocks enterprise growth for the world's most influential companies with future ready human capital and business solutions. We combine industry leading data and insights with unmatched depth and operational expertise to improve the employee experience and optimize cloud-enabled business processes. Our 15,000 colleagues proudly serve thousands of clients and their more than 30 million employees and family members throughout 180 countries. Learn how Alight helps organizations of all sizes, including over 70% of the Fortune 100, achieve next level transformation.
Job Description
The Client Services Manager (CSM) is responsible for ongoing service delivery across assigned clients, which can include multiple service locations, domains and platforms. The CSM ensures consistent execution of ongoing client deliverables, and develops solutions to complex problems/projects across their assigned clients.
Key Responsibilities:
1) Function as primary internal and client escalation point related to Payroll service delivery, including communicating to internal and client stakeholders as appropriate, ensuring root cause analysis is performed and documented, and corrective action plans are developed and implemented.
2) Prepare governance-related materials and represent Payroll in governance meetings and related activities.
3) Manage Payroll-related financials for assigned clients, including proactively managing team performance to ensure SLA and incentive achievement, managing scope and contract/statement of work adherence, supporting contract renewal and extension discussions.
4) Consult with operations teams and clients (as needed/appropriate) on process improvement/AI/robotics opportunities, point of view, upcoming releases, cross-client trends (what other clients are doing), global sourcing or other optimization and roadmap initiatives.
-Support operational improvements to reduce cost and improve quality.
-Seek out and act upon opportunities to expand services for existing clients.
5) Ensure successful project outcomes and implementation of new work across Payroll domains for assigned clients, including
-lead and/or support requirements sessions
-develop cost build ups
-ensure the right support is identified and assigned to key projects and activities (e.g., project manager, functional analysts, test analysts, etc.)
-monitor project progress and escalating if required to ensure success
-ensure team is charging time to appropriate project codes and client is invoiced
6) Function as vendor manager for associated third party vendors to ensure seamless operational delivery.
7) Build trusting partnerships with key internal and external stakeholders at all levels of the organization.
8) Serve as a coach and mentor to junior colleagues.
Knowledge/Education:
Bachelor's degree or equivalent in technical, business or financial discipline
HR, Payroll, and/or Talent related experience; HR outsourcing knowledge preferred
Ability to apply professional principles and business judgement to solve unique problems or develop new procedures, processes or products
Consultative skills to lead client discussions toward best practice:
gathers and communicates the client direction or pain points to the operations team
leverages learning from other clients for client discussion opportunities
does not require expertise to speak to the detail but understands the opportunity and facilitates the discussion
reviews and finalizes related client presentations
Problem-solving and analytical skills, including troubleshooting issues
Excellent communication skills, both verbal and written, including ability to articulate complex messages and requirements
Commitment to delivery excellence and client satisfaction
Work Experience:
Minimum of 2 years of client process management experience
Experience with service delivery models/contracts
Ability to travel up to 25% if 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.
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.
Alight does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.
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 reasonableaccommodation/modificationby contacting his/her recruiter.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
DISCLAIMER:
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.
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