Alight Solutions Caribe - Billings, MT
posted 4 months ago
In this role, you will function as the primary escalation point for clients in the aligned focus areas of Payroll, HCM, and Talent. Your responsibilities will include creating, managing, and executing recovery plans and Root Cause Analysis documentation as necessary, ensuring that internal stakeholders are notified and actively participate in related client discussions. You will attend governance meetings and schedule periodic check-ins with client contacts to discuss any issues or concerns that may arise. You will support the Domain Process Lead and Client Service Manager in consultative best practice conversations with clients, while also leading aligned operations teams by providing direction and linking colleague goals and expectations to those of the company. Developing and managing resources across aligned operations will be crucial, as you will create resource plans throughout the year, including plans for future business needs. Your role will also involve owning and driving performance management activities and results for aligned operations by setting goals and delegating work to colleagues. Cultivating strong relationships with Alight team members and stakeholders is essential, as is being responsible for change management and consistent delivery of key messages across aligned Operations Teams. You will champion an environment of a 'one team, team' across Payroll and Cloud Services through collaboration. Additionally, you will be responsible for quality Operational Health Results, actively managing and monitoring Operational Health to ensure ongoing green status across Operations for aligned focus areas. Adhering to Operating System guidelines, POV compliance, and industry best practices will be part of your daily tasks. You will monitor the workload across aligned operations to ensure that business as usual and projects are delivered to required deadlines with quality. Analyzing productivity data on the output of work across aligned operations to identify trends that drive operational improvement will be a key responsibility. You will conduct applicable risk-based audits to ensure delivery is SOC compliant and aligns with the contract/SOW scope, managing and actively participating in SOC Audits, Business Continuity Planning, and recovery efforts, change management, capacity creation, and other process improvements. Financial management will also be a significant part of your role, as you will be responsible for the financials across clients in aligned focus areas, ensuring achievement of Service Level Agreements (SLAs) across aligned Operations teams. You will review Change Request estimates prepared by aligned teams and ensure changes are adopted and implemented consistently, coordinating with the Client Services Manager to mitigate financial impacts of Errors and Omissions (E&Os). Identifying effective cost management practices and implementing operational improvements will be essential, as will ensuring adherence to SOW and Change Request creation for items beyond SOW for accountable service areas. You will manage to SOWs and monitor variable charges specific to your clients, and assist the sales team in your functional area of expertise as needed, which may include participation in sales calls, development of sales sheets, and assistance with estimation.