Client Services Senior Manager - Virtual

Our story

At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."

Our Values:

Champion People - be empathetic and help create a place where everyone belongs.

Grow with purpose - Be inspired by our higher calling of improving lives.

Be Alight - act with integrity, be real and empower others.

It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com.

The Client Services Manager (CSM) is responsible for ongoing service delivery across assigned clients, which can include multiple service locations, domains, and platforms. The CSM ensures consistent execution of ongoing client deliverables and develops solutions to complex problems/projects across their assigned clients.

Key Responsibilities:

1) Function as primary internal and client escalation point related to Payroll service delivery, including communicating to internal and client stakeholders as appropriate, ensuring root cause analysis is performed and documented, and corrective action plans are developed and implemented.

2) Prepare governance-related materials and represent Payroll in governance meetings and related activities.

3) Manage Payroll-related financials for assigned clients, including proactively managing team performance to ensure SLA and incentive achievement, managing scope and contract/statement of work adherence, supporting contract renewal and extension discussions.

4) Consult with operations teams and clients (as needed/appropriate) on process improvement/AI/robotics opportunities, point of view, upcoming releases, cross-client trends (what other clients are doing), global sourcing or other optimization and roadmap initiatives.

-Support operational improvements to reduce cost and improve quality.

-Seek out and act upon opportunities to expand services for existing clients.

5) Ensure successful project outcomes and implementation of new work across Payroll domains for assigned clients, including

-lead and/or support requirements sessions

-develop cost build ups

-ensure the right support is identified and assigned to key projects and activities (e.g., project manager, functional analysts, test analysts, etc.)

-monitor project progress and escalate if required to ensure success

-ensure team is charging time to appropriate project codes and client is invoiced

6) Function as vendor manager for associated third party vendors to ensure seamless operational delivery.

7) Build trusting partnerships with key internal and external stakeholders at all levels of the organization.

8) Proactively pursue and explore service expansion opportunities to increase Alight's scope with clients.

9) Serve as a coach and mentor to junior colleagues.

Knowledge/Education:

• Bachelor's degree or equivalent in technical, business, or financial discipline.
• HR, Payroll, and/or Talent related experience; HR outsourcing knowledge preferred.
• Ability to apply professional principles and business judgement to solve unique problems or develop new procedures, processes, or products.
• Consultative skills to lead client discussions toward best practice:
  • gathers and communicates the client direction or pain points to the operations team.
  • leverages learning from other clients for client discussion opportunities.
  • does not require expertise to speak to the detail but understands the opportunity and facilitates the discussion.
  • reviews and finalizes related client presentations.
• Problem-solving and analytical skills, including troubleshooting issues.
• Excellent communication skills, both verbal and written, including ability to articulatecomplex messages and requirements.
• Commitment to delivery excellence and client satisfaction.

Work Experience:

• Minimum of 2 years of relevant work experience
• Experience with service delivery models/contracts
• Ability to travel up to 25% if required

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.

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.

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We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

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.