Operations Manager

I.  GENERAL INFORMATION

Role Profile

Job Level 4 – Delivery, Manager

Reporting To

Job Level 5 – Delivery, Senior Manager

Direct Reports

Specialist roles (3S and 4S) and JL3

II.  ROLE DESCRIPTION

Overall objective of the Role

Responsible for the end to end client relationship, ensuring that all contractual agreements are delivered on time and accurately

Main Responsibilities

Delivery Key responsibilities:

• 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.  This may include but is not limited to, estimating and implementing changes and ensuring the defective input process is followed
• 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 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 engagement 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

Key Criteria to monitor performance

•  Adherence to all Security and Compliance procedures
• 100% Attainment of customer SLA agreements
• Adherence to quality standards
• Team Performance within defined standards and customer contracts
• Ability to effectively communicate with all levels within the business

Alight Core Competencies

• Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results
• Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement
• Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities
• Be Client Centric - Actively responds to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and Alight priorities
• Be Effective - Demonstrate knowledge of the Alight Way, our values and levers for success. Contribute and work to agreed global standards, utilize tools & technologies to act fast to achieve maximum personal productivity. Ensure work can be carried out in a repeatable, scalable way

IV. REQUIRED EXPERIENCE

Professional /

Job Experience

• 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

Academic Degree

Education and Training

Essential

• 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

Desirable

• Experience working with HR and payroll data
• Experience managing a team
• Native Dutch writing and verbal 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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