Senior Manager

3 weeks ago

Gurgaon, Haryana, India Alight Full time

Job Summary:


The Senior Manager will be responsible for delivering high-quality service to our customers while ensuring the efficient operation of multiple processes. This role will oversee the management of resources and budgets associated with the scope of work, making key staffing decisions, and driving results.


Key Responsibilities:



  • Ensure overall accountability for delivering on Service Level Commitments
  • Manage resource budgets associated with the scope of work
  • Makes key staffing decisions
  • Identify and establish Operational Excellence agenda
  • Drive, Direct, Oversee and maintain efficient operation of multiple processes
  • Oversee and ensure process quality & controls, and training standards are maintained
  • Meet or exceed service expectations of our customers
  • Serve as a catalyst for positive change, infusing the organization with customer-centric policies and service as a top priority
  • Guide and maintain highly collaborative environment with the team and organization
  • Consistently maintain high-performing team which meets and exceeds performance objectives
  • Ensure performance management duties are carried out by the managers and team including setting goals, performance review, providing performance feedback, coaching and development of team members
  • The individual should be a model in living our core values and able to inspire the teams
  • Participate and provide high-level inputs while devising strategy for planning, process development, and business solutions
  • Engage closely with managers, leads, and team members on day-to-day operations, to drive efficiency and maintain performance standards
  • Ensure the goals & targets are achieved from a team and individual perspective
  • Report metrics, monitor performance, and implement continuous improvement plans
  • Collaborate and work closely with cross-functional support teams, senior management to drive performance efficiency and enhance employee engagement
  • Ensure roles, responsibilities, and direct accountabilities for staff are established
  • Ensure development plans are in place for new and incumbent staff to help them successfully carry out their job responsibilities
  • Collaborate with process training teams for training and program schedules
  • Accountable for multiple processes operating efficiency, effectiveness, and productivity
  • Collaborate and work with business process owners in the US on planning & governance
  • Act as back-up for Vice President – Operations, when required

Requirements:



  • Strong collaboration and interpersonal skills
  • Excellent analytical, decision-making, problem-solving, and negotiation skills
  • Highly effective verbal and written communication skills (English)
  • Team leadership; demonstrated ability to effectively manage people through tight deadlines and high-pressure customer service-oriented organization
  • Ability to connect, retain staff, and team across all levels
  • Confidence and skill to influence individuals at all levels of the organization
  • Knowledge of Customer Service or Blended backend process
  • Excellent people-handling Skills
  • Excellent Communication Skills (Verbal + Written)
  • Problem-solving skills and detail orientation
  • Comfortable working with numbers and interpreting in diverse ways
  • Excellent interpersonal skills and a team player
  • Focus on client service delivery routines and rhythms
  • Ability to understand client needs
  • Ability to present numbers/programs effectively to address those needs
  • Would be required to troubleshoot any client-related problems within agreed timelines
  • Ability to escalate any unforeseen issues to the SM with proposed solutions
  • Responsible for delivering per Service Level Agreements (SLA) and would act be first level of escalation
  • Resource planning (Workload allocation and monitoring, staffing, process flow, delegating work to meet deliverables, tracking status of outstanding issues, and process improvement)
  • Responsible for maintaining attrition within specified limits

Shifts: 6:30 PM – 3:30 AM


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

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