M1 - Operations Manager I - Customer Service

Assistant Manager – Operations

Assistant Manager – Operations is responsible for providing outstanding customer delivery by leading and motivating his/her team and developing programs and action plans to deliver on all performance metrics and increase customer satisfaction. The person would be responsible for coaching and development of his/her team members and driving positive culture in his/her team.

High-Level Responsibility Areas

1. The role requires reviewing key client requirements, translating these into concrete actionable procedures for self and the group, mapping resource needs and training them on the various tools & processes with key focus on org-directions.
2. Relationship management with onshore TM's
3. Client CS SLA management
4. Facilitating new domain/client transition
5. Ensuring service accuracy through compliance
6. Create goals and performance plans for teams.
7. Champions operational improvements
8. Ongoing Status updates with team
9. Identify cross training strategy for his/her team members.
10. Effectively partner with the support functions such as Quality, H.R, T&A, RM, TD
11. Manage Span ranging from (12 - 15)
12. Performance Management
13. People Management (Team management, Coaching & Development, resource management etc.)
14. Business Management Routines & Client calls
15. Escalation Management
16. Coaching/Performance mgmt./Training
17. Info shares/Roundtables
18. Analytics / Consulting
19. Stakeholder Management

Formal Education

Graduate with relevant experience post graduation (aggregate marks of >=45% (No Gaps / Failure throughout Graduation))

Knowledge & Experience

• Minimum 8 years of overall work experience (full time). 7-10 years of experience range is preferred.
• Should have managed an international customer service team (preferrable Voice) as a manager
• People management experience of more than 3 years is preferred
• Proven ability to prioritize, develop and manage resource needs across clients

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

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 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, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our Commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and 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 the employment of 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 and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to Work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict 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.