HRFS Operations Services Manager

at Alight Solutions LLC in Portland, Maine, United States

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 .


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... For full info follow application link.


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

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Job Posting: 607063

Posted On: Sep 16, 2021

Updated On: Oct 16, 2021