Operations Manager I

Alight

Full-time - Mid Level

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Assistant Manager at Alight serves as a subject matter expert for clients and ongoing processes, focusing on improving processing and ensuring seamless business delivery. This role involves managing daily workflows, leading transition calls, and maintaining service level agreements while fostering collaboration and positive relationships within the team and with clients.

Responsibilities

• Handle daily workflow and report completion status.
• Lead and participate in transition/implementation calls.
• Deliver services per service level agreements (PG's & SLA) and act as the first level of escalation.
• Understand client needs and deliver high-quality service.
• Escalate unforeseen issues with proposed solutions.
• Resource planning including workload allocation and monitoring, staffing, and process flow.
• Develop, maintain, and update Standard Operating Procedures (SOP) documentation.
• Identify cross-training strategies within units.
• Maintain shrinkage/attrition within specified limits.
• Participate in initiatives and projects across the business.
• Build positive relationships with team members, clients, and other departments to foster collaboration.
• Lead and motivate teams and manage conflicts.
• Analyze data, trends, and performance metrics to optimize processes and improve efficiency.

Requirements

• Minimum 8 years of work experience after graduation.
• Excellent interpersonal skills and ability to handle people effectively.
• Good knowledge and exposure to Microsoft Word, Excel, and PowerPoint.
• Thorough understanding of service level agreements and managing them.
• Basic understanding of transition methodology.
• Ability to adapt to changing circumstances and handle pressure.

Nice-to-haves

• Extensive knowledge of Family Medical Leave Act (preferred).
• Minimum one year experience in Absence Management operations.

Benefits

• Health coverage options
• Wellbeing and support programs
• Retirement plans
• Vacation and sick leave
• Maternity, paternity, and adoption leave
• Continuing education and training
• Voluntary benefit options