Alight
posted 3 months ago
The Operations Services Senior Manager (OSSM) will oversee a team of colleagues, including managers of managers, and is accountable for the management of ongoing operations across their assigned clients, which can include multiple service locations, platforms, and services. The OSSM is responsible for ensuring timely execution of ongoing client deliverables, as well as developing solutions to complex problems across clients. The OSSM will serve as the primary operations escalation point, both internally and externally, along with the Operations Services Director. This role drives the development of solutions to complex problems/projects across multiple domains or large clients. The OSSM has exposure to many large, complex, global clients, leads complex projects, and leads portions of client sales meetings as a Subject Matter Expert/Advisor. Additionally, the Sr. OSM will be responsible for people management, including hiring, coaching, and developing others. In this role, the OSSM will function as the primary escalation point for aligned Payroll clients, creating, managing, and executing required recovery plans and Root Cause Analysis documentation as necessary. They will ensure internal stakeholders are notified and actively participate in related client discussions. The OSSM will attend governance meetings and schedule periodic check-ins with client contacts to discuss issues or concerns, supporting the OSM and Client Services Leader in consultative best practice conversations with clients. The OSSM will lead aligned operations teams and OSMs by providing direction, linking colleague goals and expectations to those of the company. They will develop and manage resources across aligned operations by creating resource plans throughout the year, including plans for future business needs. The OSSM will own and drive performance management activities and results for aligned operations by setting goals and delegating work to colleagues, cultivating strong relationships with Alight leaders and stakeholders, and being responsible for change management and consistent delivery of key messages across aligned Operations Teams. They will champion an environment of a ‘one team, team' across Payroll and Cloud Services through collaboration and continuously hone leadership competencies by participating in and leading ongoing leadership skill-building opportunities. The OSSM will also be responsible for quality Operational Health Results, actively managing and monitoring Operational Health to ensure ongoing green status across Operations for aligned focus areas. They will adhere to Operating System guidelines, POV compliance, and industry best practices, monitor the workload across aligned operations ensuring business as usual and projects are delivered to required deadlines with quality, and analyze productivity data on the output of work across aligned operations to identify trends that drive operational improvement. The OSSM 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 is also a key responsibility, ensuring achievement of Service Level Agreements (SLAs) across aligned Operations teams, reviewing Change Request estimates prepared by aligned teams, and coordinating with the Client Services Leader to mitigate financial impacts of Errors and Omissions (E&Os). The OSSM will identify effective cost management practices, implement operational improvements, ensure adherence to SOW and Change Request creation for items beyond SOW for accountable service areas, and own SOWs (Statements of Work) and adherence to variable charges specific to their clients. They will also own Global Sourcing and Wipro Relationship for the aligned portfolio and assist the sales team in their functional area of expertise as needed, which may include participation in sales calls, development of sales sheets, and assistance with estimation.