The Role
An Operations Manager is one who ensures that all operational deliverables mentioned in the contract meet the agreed service levels – this role hence has a huge impact on both client satisfaction and bottom line of the organization.
They play a major role in translating client expectations through regular communication & in turn setting clear goals with the team to ensure that the operations delivers the required output. It will be down to an operations manager to plan and resource effectively to handle the peaks and troughs of the business and increase the quality of the team through good recruitment, training and development, and through effective coaching, leading, and managing a team of team leaders.
Taking part in site & regional activities, an operations manager tackles complex problems that affect customers and work to resolve them with innovative solutions.
This role is critical to ensure that we are collaborated in meeting the Business & Client goals to create a culture that is focused on Operational Excellence. Across all the centers/regions irrespective of their function, an Operations Managers roles and responsibilities are to:
Manage Customer:Primary Focus areas:
Leads/Owns communication with client or managers or onshore counterparts (as applicable) on any major escalations/incidents related to the assigned service scope for smooth operations delivery along with the account manager.
Additional Focus areas:
MSA is continuously updated with all the additional/elimination of activities to ensure Scope is up to date (CSI)
Manage Service:Primary Focus areas:
Green SLAs
Ensures that the client expectations are clearly converted to measurable goals for the team to ensure seamless delivery and reviews this from time to time for alignment
Additional Focus areas:
Periodically review Master Service Document (MSA) with Activities List handled by Team currently to ensure there are no gaps between what is agreed with customer vs. actual delivery.
Manage Financials:Primary Focus areas:
Resource planning
Quality of service
Involved in onboarding new clients earlier in the cycle
Work with all support functions to ensure her/his teams meet the broader organizational goals
Ensure the margin of account is maintained as per the organization / center target levels.
Drive cost take out initiatives with a goal to continuously improve efficiency
Develop, communicate and drive Service Improvement Plans to maintain an environment of continuous improvement
Additional Focus areas:
Ensure all available resources the team uses to deliver service remains updated and relevant
To be proactive and aware of any potential issues that may arise to prevent problems and areas of concerns before they occur.
Ensure the billable, budgeted and actual headcounts are evaluated continuously to ensure that Cost per FTE is optimal
Accountable to ensure a perpetual focus on waste identification, elimination and tracking of benefits (CSI)
Manage Team:Primary Focus areas:
To increase the quality of the team through good recruitment, training and development and through effective coaching and feedback.
Ensure appraisals and professional development of staff is effectively maintained and adhered to using the appropriate tools
Ensure that the performance management framework is implemented and working effectively right from recruitment to exit interviews
Additional Focus areas:
Controlled Unplanned Absenteeism
Ensure Attrition (%) is less than 10% (or targets as set by management) & Ensure unplanned absenteeism is less than 1% - even better indicators could be absconding numbers and win backs.
Manage Shop and Compliance:Primary Focus areas:
Ensure all Process & Client documents (SOP, Working Instructions, Escalation Process, RACI, and Client Details) are updated & managed appropriately & accurately to ensure zero security lapses.
Additional Focus areas:
Ensure team members are continuously coached & briefed on the Security and Compliance updates to ensure every individual in the team is aware & owns the responsibility of Compliance Adherence
Continuously Improve:Primary Focus areas:
Identify leakages to drive continuous improvement projects in the processes to provide faster & efficient services (CSI)
Additional Focus areas:
Monitors team and Individual performance and productivity, all areas of performance metrics and identify opportunities for development to ensure that standards are met across the board
Skills and Experience
You have:
- Expert knowledge on HR and/or payroll processes, practices and associated legislation.
- Understanding of the various inputs and outputs such as third party interfaces, timekeeping, tax filing/compliance, accounting, benefits, and other key areas that integrate with payroll.
- Knowledge of all types of benefit plan provisions, enrollments, QLEs, work life changes impacting benefits, survivor support, leave processing, LTD/STD, Life Insurance portability/conversion, EOI approvals, and first level appeals.
- Knowledge of employee lifecycle event processing (including but not limited to new hire, rehire, termination, retirement, age in processes, death and survivor enrollment)
- The ability to manage contractual SLA's, scope of services and internal KPI's.
- The ability to drive the effective and consistent usage of tools and systems within own team.
- Remains informed on the systems and tools available across Alight and how they enable the delivery of service excellence.
- The ability to use these tools and systems effectively and consistently.
- An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role.
- A deep understanding of external, client and internal compliance requirements.
- Knows how to ensure compliance with business controls.
- The ability to follow customer service standards.
- The ability to apply relevant business controls and escalate compliance issues where they arise.
- The ability to provide proactive updates, follow-up on activities and inform others when work is completed.
- Understands end-to-end data flow and the interconnecting dependencies of Enterprise wide applications.
- Produces and oversees the plan related to lifecycle events.
- Effectively resolves compliance escalations
- Understands the commercial implications of Alight contracts and relationships with clients.
- Understand the contracts and related services, ensures adherence to scope of services being provided.
- Is able to offer commercially sound solutions for out of scope requests.
- Implements and ensures compliance with project management methodologies that enable successful delivery to time, budget and quality and to customer expectations.
- Role models the use of Alight tools and supports team to achieve project and team goals.
- The ability to set and clearly communicates priorities.
- Determine resource requirements and manages the schedule and deliverables of the team.
- Understand and apply SOC1 controls
- HRIS knowledge (Workday, SAP, or PeopleSoft knowledge preferred)
- BA/BS or equivalent combination of education & experience.
- 8-10 years’ relevant experience
- Excellent customer service skills
- Work well under pressure, have a professional demeanor, and strong communication skills (written and verbal).
- Effective negotiation skills
- Advanced Excel, PowerPoint, and Word skills
- Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
- Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner
- Must be proficient in understanding the HRO lifecycle as well as Management software and tools.
- Excellent ability to demonstrate innovation and good judgment/ problem solving skills when making decisions. Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
- Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback.
- Proven ability to analyze and improve work processes and policies.
- Decision making: Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.
- Financial analysis and budgetary skills.
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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