As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 28 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. At Alight, we are reimagining how people and organizations thrive.
The Operations Manager provides work direction to team colleagues and ensures requests are processed with accuracy and timeliness. They also review issue resolutions and present solutions to the client. The Operations Manager can have accountability for a single client or across multiple, smaller-scale clients and is the technical and functional subject matter expert for their client(s) work with their team to identify opportunities for improvement and implement solutions.
As a Payroll Operations Service Manager, typical responsibilities include the following:
Managing individuals responsible for ensuring timely execution of ongoing client deliverables.
Acting as subject matter expert internally and externally, may coordinate testing and participate in the requirements process, identify process improvements, develop complex reports, and ensure Standard Operating Procedures are up to date.
Supervisory responsibilities include, but are not limited to, pay planning, performance management, coaching and development.
Domain Knowledge (Payroll)
Educate colleagues and clients while serving as a subject matter expert for:
Delivery model (existing model and future changes);
Standardization of processes; and
Legislative knowledge, where applicable
Lead adherence to standard practices and client contractual commitments.
Contribute to ideas for improving the service delivery model and methodologies.
Provide input on delivery model and best practices.
Support operations execution plans.
Evaluate capacity plans and staffing requirements for operational delivery.
Update Business Continuity Plans on a semi-annual basis.
Prioritize business as usual (BAU) work activities and balance the workload across the team.
Support compensation planning, talent assessments and succession planning.
Building relationships with clients and third parties to understand business objectives and provide ongoing services and consultation.
Collaborate with the client to ensure alignment on priorities and projects. Generate and share metrics with the client(s).
Understand contractual scope and work with the client to create change requests, an as needed basis.
Serve as first point of contact for client for daily needs as well as escalation point.
Facilitate and resolve client escalations.
Engage client as needed for service delivery items or change requests.
Client Relationship Management
Prepare for, support and attend governance meetings and/or periodic client team performance reviews.
Support client or service transitions, gaining an understanding of processes and documentation.
Communicate effectively with the client and internal partners for analysis/resolution.
Participate in meetings to discuss identified issues and the impact on service delivery.
Lead client interactions with day-to-day client contacts, and facilitate client touch-points.
Build trusting partnerships with internal and external key stakeholders.
Understand internal and client priorities and balance expectations with the team.
Draft, prepare and/or manage project plans, including risks and issues.
Provide information to managers and/or act as primary facilitator of internal/external acceptance testing.
Support or lead requirements sessions:
Write or validate requirements;
Map client processes to the standard model;
Identify and/or manage gaps to the standard model.
Coordinate with stakeholders to evaluate, plan, prepare and execute requests for new products, services, and special projects/change requests (CRs).
Manage project plan milestones.
Understand and analyze the impact of changing priorities and balance resources appropriately.
Manage day-to-day service delivery within the team in a multi-client or multi-service environment.
Handle service escalations from internal and external clients.
Monitor the daily workflow of the client team.
Provide support/direction for process or problem resolutions.
Review data for trending.
Proactively look for potential service delivery issues and seek resolution.
Coordinate or lead process improvements for existing processes and support creation of new processes with emphasis on up/down stream impacts.
Support and hold team members accountable for continuous process improvements.
Provide status reports to internal and external stakeholders as required.
Ensure ongoing maintenance of policies, procedures, and documentation.
Provide support on compliance and regulatory issues.
Provide oversight of internal and external audit compliance.
Partner with internal and external teams to deliver client service with quality and on time.
Analyze processing trends and develop process improvement solutions, working toward standardization across client teams and/or cost reductions.
Enforce and support meeting/exceeding Service Levels (SLAs or RSLs), Key Performance Indicators (KPIs) and other performance/quality objectives, and communicating measures.
Responsible for reporting operational metrics and tracking the measures.
Consult/collaborate with internal and external stakeholders to ensure alignment on priorities and projects.
Responsible for adherence to the various internal and external audit requirements.
Communicate changes in process to BAU client teams.
Assist with the management of rolling out new initiatives, policies and strategies to teams.
Support colleagues in the annual performance planning process and provide regular feedback.
Partner with colleagues to create a development plan based on career goals.
Coach colleagues on providing high-quality service and building strong internal/external client relationships.
Recognize opportunities to build colleagues' knowledge, skills and confidence.
Provide guidance and answer questions from team members and prepare them for their next assignment.
Monitor colleagues' work schedule, time recording, and performance.
Connect colleagues so their work contributes to business strategies and promotes satisfying work experiences.
Support colleagues in, and hold them accountable for, making appropriate business decisions.
Motivate and retain highly qualified individuals who are committed to delivering client and business results.
Promote an atmosphere in which frequent, constructive coaching and feedback is the norm.
Provide input into managing resources to provide service delivery
Participate in the development of outsourcing, processing and product training.
Understand and adhere to Statements of Work and deal models.
Ensure adherence to time recording procedures
Support creation of accurate fee quotes for special projects/change requests; identify out-of-scope work and align on required budget.
Execute to budget/goals and provide management with appropriate support for planning/corrective actions.
Drive effective cost management practices.
Works on issues of moderate scope where analysis of situations or data requires a review of a variety of factors.
Able to adapt broader policies & programs to meet the organizations business needs.
Decisions require the application of discretion and independent judgment to determine appropriate action.
Decisions normally have minimal impact on functional areas
The Operations Manager typically has latitude to consider whether new procedures need to be developed.
Builds productive working relationships with peers and higher level professionals internally and externally to exchange information and make recommendations as well as role modeling.
Uses knowledge to provide consultative advice and recommendations within specific functional areas
Requires the ability to work independently with general instruction and the ability to prioritize and organize work.
May provide guidance and training to process-oriented workers.
3+ years of professional work experience in Payroll, 1+ years of experience managing, mentoring or coaching colleagues.
Experience with software methodology development processes.
Experience and subject matter expertise in at least one HR Outsourcing process.
Demonstrates active listening, critical thinking, sound judgment, and persuasion skills.
Ability to understand and demonstrate problem-solving tools and methods.
Ability to work under tight deadlines managing multiple priorities.
Ability to work independently with minimum supervision.
Project budgeting/costing knowledge.
Experience managing projects and project plans.
Ability to create internal and client-facing presentations.
Experience communicating effectively with different levels of management and stakeholder groups.
Ability to solve complex problems and deal with a variety of work situations
Bachelor's degree and/or equivalent work experience required.
Payroll specific certification or equivalent work experience preferred.
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.
At Alight, we believe that diversity should be visible, valued, and sustained throughout the organization. Alight provides equal treatment and employment opportunities to all employees and applicants for employment without regard to any protected status or other protected characteristic.
Alight does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.
Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities, sincerely held religious beliefs, practices and observances, unless doing so would result in an undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
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.
Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.