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HRFS Operations Services Manager at Alight Solutions

Posted in Management 30+ days ago.

Location: Wilmington, Delaware





Job Description:


Our story

At Alight, we believe a company's success starts with its people. It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive 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. Because transformation takes a workforce. Learn more at careers.alight.com.

Job Summary

The Operations Services Manager (OSM) will oversee a team of 5+ 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: Leave of Absence).


  • 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 (Leave of Absence).


  • 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, Education, Certification, Skills & Technical Proficiencies


  • Bachelor's degree and/or a minimum of 3-5 years of equivalent work experience required.


  • Leave of Absence or Payroll 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.


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 believes diversity should be visible, valued, and sustained throughout the organization. And we're committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve.

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.

Diversity Policy Statement

Alight does not discriminate against anyone based on sex, gender, 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 and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

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.

Note, this job description does not restrict 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.

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.

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.

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.

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.

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