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Our storyAt Alight we believe a companys 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 Its why were so driven to connect passion with purpose Our teams 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 About the roleAssistant 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 The role requires reviewing key client requirements translating these in to 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 Relationship management with onshore TMs Client CS SLA management Facilitating new domain client transition Ensuring service accuracy through compliance Create goals and performance plans for teams Champions operational improvements Ongoing Status updates with team Identify cross training strategy for his her team members Effectively partner with the support functions such as Quality H R T A RM TD Manage Span ranging from 12 - 15 Performance Management People Management Team management Coaching Development resource management etc Business Management Routines Client calls Escalation Management Coaching Performance mgmt Training Info shares Roundtables Analytics Consulting Stakeholder Management Formal Education - Graduate with relevant experience post graduation aggregate marks of 45 No Gaps Failure throughout Graduation Knowledge Experience- Minimum 10 years of overall work experience full time 10 -14 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 6 years is preferred Proven ability to prioritize develop and manage resource needs across clients BenefitsWe offer programs and plans for a healthy mind body wallet and life because its 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 Alights 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 InclusionAlight 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 StatementAlight 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 CountryApplicants 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 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