Operations Manager

Role Overview

• Responsible for the end to end client relationship, ensuring that all contractual agreements are delivered on time and accurately
• End to end management of the client relationship, including all escalation
• Work in partnership with Account Management to ensure accurate and timely contract revisions
• Manage and identify deviations from the contractually defined standard scope of service including following the defined Change Request process
• Ongoing review of the Country Solution workbook and ensure updates are captured
• Year End management
• Effectively manage and monitor all client SLAs using the appropriate tools to ensure adherence to targets; if targets are not being met, root cause and action to be provided to your manager
• Conduct Service Review meetings, ensuring actions and follow ups are timely and accurate
• Lead Hypercare calls (where no SDM is assigned) to ensure actions are tracked and resolved
• Liaise with internal stakeholders (AD, RSDM, SDM, SR, supporting functions) to ensure successful management of the client
• Project Management to ensure successful implementation of any new service or processes
• Working with Transformation and Products, in liaison with specialists, to implement automation and innovation
• Management of internal stakeholders
• Liaise with the JL3 to ensure the service is running as per our SLAs and KPIs
• Support ITCAMs/ADs in ensuring the client is aware of any product enhancements
• Payroll Legislation updates are fully documented by the specialist and understood by the team
• Annual planning reviewed and signed off by client(s) and JL3
• ALIGHT Security Standards are adhered and followed
• Accountable that all root cause analysis is accurate and that preventative steps are implemented to limit any reoccurrence
• Ability to recognize and deal appropriately with sensitive and confidential information
• Handle all required purchase order management activities per the defined process
• End to end management of the operational team, including regular individual reviews, training, performance management, absence management and overall adherence to ALIGHT HR policies
• Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate
• Management of recruiting the correct Specialists for the team by working with the Recruitment Team
• Manage and monitor timely and accurate time recordings in the time management system
• Keep team informed by conducting effective team meetings
• Communication and eAlightgement of team ensuring that business updates, innovation etc is fully understood by the whole team.
• Maintain a professional environment; correct behaviours and enforce the use of business etiquette
• Participates in projects and activities as needed and assigned

Requirements

• Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
• Flexibility to support a global and fast paced environment
• Attention to detail
• Excellent written and verbal skills
• Self-motivated and a willingness to learn
• Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures
• BA/BS in a business-related field such as Accounting, Human Resources, Business Administration, or equivalent combination of education & experience
• 5-8 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing or Corporate environment.
• HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred
• Experience working with HR and payroll data
• Experience managing a team

Benefits

• health coverage
• wellbeing programs
• paid leave (vacation, sick, parental)
• retirement plans
• learning opportunities