Payroll Operations Services Manager - Virtual

Alight Solutions - Portland, ME

Full-time - Mid Level

Portland, ME

Professional, Scientific, and Technical Services

About the position

The Payroll Operations Services Manager will serve as the primary escalation point for clients in the areas of Payroll, Human Capital Management (HCM), and Talent. This role is critical in managing client relationships and ensuring the delivery of high-quality services. The manager will be responsible for creating, managing, and executing recovery plans and Root Cause Analysis documentation as necessary, ensuring that internal stakeholders are informed and involved in client discussions. Regular governance meetings and periodic check-ins with client contacts will be essential to address any issues or concerns that arise. In addition to client management, the Payroll Operations Services Manager will support the Domain Process Lead and Client Service Manager in consultative best practice conversations with clients. Leading aligned operations teams, the manager will provide direction and link colleague goals and expectations to the overall objectives of the company. This includes developing and managing resources across aligned operations by creating resource plans that anticipate future business needs. Performance management is a key responsibility, with the manager expected to set goals and delegate work effectively to colleagues. Building strong relationships with Alight team members and stakeholders is crucial, as is managing change and ensuring consistent communication across aligned Operations Teams. The manager will champion a collaborative environment, promoting a 'one team, team' ethos across Payroll and Cloud Services. The role also involves actively managing Operational Health to maintain a green status across operations for aligned focus areas. This includes adhering to Operating System guidelines, monitoring workloads, analyzing productivity data, and conducting risk-based audits to ensure compliance with SOC standards. Financial management is another critical aspect, with responsibilities including ensuring achievement of Service Level Agreements (SLAs), managing Statements of Work (SOWs), and implementing effective cost management practices. The manager will also assist the sales team in their functional area of expertise as needed, contributing to sales calls and the development of sales materials.

Responsibilities

• Function as the primary escalation point for clients in Payroll, HCM, and Talent.
• Create, manage, and execute recovery plans and Root Cause Analysis documentation.
• Attend governance meetings and schedule periodic check-ins with client contacts.
• Support the Domain Process Lead and Client Service Manager in consultative best practice conversations with clients.
• Lead aligned operations teams by providing direction and linking colleague goals to company expectations.
• Develop and manage resources across aligned operations with resource plans for future business needs.
• Own and drive performance management activities and results for aligned operations.
• Cultivate strong relationships with Alight team members and stakeholders.
• Responsible for change management and consistent delivery of key messages across aligned Operations Teams.
• Champion a collaborative environment across Payroll and Cloud Services.
• Continuously hone leadership competencies through skill-building opportunities.
• Responsible for quality Operational Health Results and monitoring ongoing status.
• Adhere to Operating System guidelines and industry best practices.
• Monitor workload across aligned operations to ensure timely delivery of projects.
• Analyze productivity data to identify trends for operational improvement.
• Conduct risk-based audits to ensure SOC compliance and alignment with contract scope.
• Manage SOC Audits, Business Continuity Planning, and process improvements.
• Responsible for Financials across clients in Payroll, HCM, and Talent.
• Ensure achievement of Service Level Agreements (SLAs) across aligned Operations teams.
• Review Change Request estimates and ensure consistent implementation.
• Coordinate with Client Services Manager to mitigate financial impacts of Errors and Omissions (E&Os).
• Identify effective cost management practices and implement operational improvements.
• Ensure adherence to SOW and Change Request creation for accountable service areas.
• Manage SOWs and monitor variable charges specific to clients.
• Responsible for achievement of Global Sourcing and automation targets in partnership with Operations Services Director.
• Assist sales team in functional area of expertise as needed.

Requirements

• 3-5 years of equivalent work experience required.
• HR, Payroll or Talent related experience with in-depth knowledge of functional area.
• Ability to lead and thrive in a fast-paced environment and adapt to frequent change.
• Effective coaching and team development skills.
• Excellent oral and written communication skills.
• Ability to build strong relationships with clients and stakeholders.

Nice-to-haves

• Experience with SOC compliance and audits.
• Familiarity with change management processes.
• Knowledge of financial management practices in service delivery.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid holidays and vacation time.
• Professional development opportunities.
• Flexible scheduling options.