Senior Service Manager

Role Description

Key Expectations

• Own team performance and deliver agreed client outcomes.
• Assist with and meet client operations SLAs.
• Audit ongoing client processes.
• Lead client-facing emails and projects with timely stakeholder updates.
• Hold weekly colleague connects to establish expectations and accountability.
• Meet or exceed internal and client SLAs through effective planning, execution, and monitoring.
• Manage risks, escalations, and mitigation plans for uninterrupted delivery.
• Build a sustainable delivery model focused on quality, efficiency, and client satisfaction.
• Lead, coach, and develop team members to drive performance, engagement, and growth.

Delivery Management

• Plan resources, distribute workloads, manage unplanned absenteeism, and ensure daily, weekly, and monthly deliverables.
• Lead daily huddles, conduct quality audits, maintain SOPs and documentation, and sign off on error-free processing.
• Conduct one-on-one discussions and performance reviews while managing engagement and development.
• Collaborate with peer managers and cross-functional teams to support seamless client delivery.

Required Skills

• Strong people management and leadership capabilities.
• Experience in operations and/or technology delivery environments.
• Strong stakeholder and client management skills.
• 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.

Education and Experience

• Bachelor’s degree.
• Experience in the US Benefits domain and Benefits Administration.
• Prior experience in a people management role.
• Prior experience with Alight, Aon, or Wipro is an added advantage.
• Health or Retirement domain experience is preferred.
• Willingness to work flexible shifts according to business needs.

Benefits and Company Information

• Alight provides benefits and support programs covering health, wellbeing, retirement, leave, education, and training.
• Alight emphasizes people, purpose, integrity, inclusion, and employee development.