Senior service manager

Designation-Senior Service Manager (SSM)

Key Expectations

• Own overall performance of the team and ensure delivery of agreed client outcomes.
• Consistently meet or exceed internal and client Service Level Agreements (SLAs).
• Drive high standards of service delivery through effective planning execution and monitoring.
• Proactively manage risks escalations and mitigation plans to ensure uninterrupted delivery.
• Build a sustainable delivery model with a strong focus on quality efficiency and client satisfaction.
• Lead coach and develop team members to drive performance engagement and growth.

Required Skills

• Strong people management and leadership capabilities.
• Proven experience in operations and/or technology delivery environments.
• Strong stakeholder and client management skills.
• Analytical and critical thinking
• Accountability and ownership
• Ability to plan monitor and optimize resources based on demand and business priorities.
• Strong analytical problem solving and decision-making skills.
• Effective communication and coaching skills.

Role Description

The Senior Service Manager (SSM) is a working manager accountable for the overall performance of the team and its members. The role is responsible for delivering agreed client outcomes by leading coaching and managing teams proactively engaging stakeholders and ensuring consistent adherence to internal and client SLAs.

The SSM oversees all aspects of delivery across operations and technology including planning and managing work empowering teams monitoring progress and acting as an escalation point for delivery risks. The role defines measurable success indicators builds strong customer and client relationships and ensures a sustainable delivery model that consistently meets contractual performance standards.

The incumbent is responsible for resource planning workload distribution managing unplanned absenteeism and ensuring all daily weekly and monthly deliverables are

met. This includes leading daily huddles conducting audits to ensure quality maintaining updated SOPs and documentation and providing signoff for errorfree processing.

The SSM also plays a critical role in people management conducting regular one-on-one discussions leading performance reviews providing coaching and mentoring managing engagement and development and improving overall team performance through cost-effective quality improvement measures. Collaboration with peer managers and cross-functional teams is essential to ensure seamless client delivery.

Education & Experience Education:

• Any degree

Experience:

• Minimum 5 years of experience in US Pension / 401k Benefits Administration
• Prior experience with Alight / Wipro(Alight account) is an added advantage
• Prior experience in people management role.

Additional Requirements:

• Willingness to work in flexible shifts as per business needs
• This role requires 5 days work from office
• Our story
• At Alight we believe a companys success starts with its people. At our core we Champion People help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight.
• Our Values:
• Champion People be empathetic and help create a place where everyone belongs.
• Grow with purpose Be inspired by our higher calling of improving lives.
• Be Alight act with integrity be real and empower others.
• Its why were so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health wealth wellbeing absence management and navigation.
• With a comprehensive 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 if you Champion People want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
• Learn more at.
• (THE ROLE)
• (RESPONSIBILITIES)
• (REQUIREMENTS)
• Alight requires all virtual interviews to be conducted on video.
• Benefits
• We offer programs and plans for a healthy mind body wallet and life because its important our benefits care for the whole person. Options include a variety of health coverage options wellbeing and support programs retirement vacation and sick leave maternity paternity & adoption leave continuing education and training as well as several voluntary benefit options.
• 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 Alights 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 Inclusion
• We celebrate differences and believe in fostering an environment where everyone feels valued respected and supported. We know that diverse teams are stronger more innovative and more successful.
• At Alight we welcome and embrace all individuals regardless of their background and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter more inclusive future.
• As part of this commitment Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring reasonable accommodation is needed please contact.
• Equal Opportunity Policy Statement
• Alight is an Equal Employment Opportunity employer and 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 addition we take affirmative action to employ 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 their recruiter.
• Authorization to work in the Employing Country
• Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.
• Note this job description does not restrict managements 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.

  Designation-Senior Service Manager (SSM)

  Key Expectations

• Own overall performance of the team and ensure delivery of agreed client outcomes.
• Consistently meet or exceed internal and client Service Level Agreements (SLAs).
• Drive high standards of service delivery through effective planning execution and monitoring.
• Proactively manage risks escalations and mitigation plans to ensure uninterrupted delivery.
• Build a sustainable delivery model with a strong focus on quality efficiency and client satisfaction.
• Lead coach and develop team members to drive performance engagement and growth.

• Required Skills

• Strong people management and leadership capabilities.
• Proven experience in operations and/or technology delivery environments.
• Strong stakeholder and client management skills.
• Analytical and critical thinking
• Accountability and ownership
• Ability to plan monitor and optimize resources based on demand and business priorities.
• Strong analytical problem solving and decision-making skills.
• Effective communication and coaching skills.

• Role Description

  The Senior Service Manager (SSM) is a working manager accountable for the overall performance of the team and its members. The role is responsible for delivering agreed client outcomes by leading coaching and managing teams proactively engaging stakeholders and ensuring consistent adherence to internal and client SLAs.

  The SSM oversees all aspects of delivery across operations and technology including planning and managing work empowering teams monitoring progress and acting as an escalation point for delivery risks. The role defines measurable success indicators builds strong customer and client relationships and ensures a sustainable delivery model that consistently meets contractual performance standards.

  The incumbent is responsible for resource planning workload distribution managing unplanned absenteeism and ensuring all daily weekly and monthly deliverables are

  met. This includes leading daily huddles conducting audits to ensure quality maintaining updated SOPs and documentation and providing signoff for errorfree processing.

  The SSM also plays a critical role in people management conducting regular one-on-one discussions leading performance reviews providing coaching and mentoring managing engagement and development and improving overall team performance through cost-effective quality improvement measures. Collaboration with peer managers and cross-functional teams is essential to ensure seamless client delivery.

  Education & Experience Education:

• Any degree

• Experience:

• Minimum 5 years of experience in US Pension / 401k Benefits Administration
• Prior experience with Alight / Wipro(Alight account) is an added advantage
• Prior experience in people management role.

• Additional Requirements:

• Willingness to work in flexible shifts as per business needs
• This role requires 5 days work from office
• Our story
• At Alight we believe a companys success starts with its people. At our core we Champion People help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight.
• Our Values:
• Champion People be empathetic and help create a place where everyone belongs.
• Grow with purpose Be inspired by our higher calling of improving lives.
• Be Alight act with integrity be real and empower others.
• Its why were so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health wealth wellbeing absence management and navigation.
• With a comprehensive 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 if you Champion People want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
• Learn more at.
• (THE ROLE)
• (RESPONSIBILITIES)
• (REQUIREMENTS)
• Alight requires all virtual interviews to be conducted on video.
• Benefits
• We offer programs and plans for a healthy mind body wallet and life because its important our benefits care for the whole person. Options include a variety of health coverage options wellbeing and support programs retirement vacation and sick leave maternity paternity & adoption leave continuing education and training as well as several voluntary benefit options.
• 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 Alights 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 Inclusion
• We celebrate differences and believe in fostering an environment where everyone feels valued respected and supported. We know that diverse teams are stronger more innovative and more successful.
• At Alight we welcome and embrace all individuals regardless of their background and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter more inclusive part of this commitment Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring reasonable accommodation is needed please contact.
• Equal Opportunity Policy Statement
• Alight is an Equal Employment Opportunity employer and 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 addition we take affirmative action to employ 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 their recruiter.
• Authorization to work in the Employing Country
• Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.
• Note this job description does not restrict managements 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 managements 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.