Designation - Senior Service Manager (SSM) Key Expectations Own overall performance of the team and ensure delivery of agreed client outcomes. Responsible and accountable to assist and meet Operations SLA for the client. Responsible for auditing for ongoing process on the client. Responsible to lead and drive clients facing mails and project on time within threshold with timely updates to stakeholder. Weekly connect with colleagues to ensure right expectation and accountability set for the colleague. Consistently meet or exceed internal and client Service Level Agreements (SLAs). Drive high standards of service delivery through effective planning, execution, and monitoring. Proactively manage risks, escalations, and mitigation plans to ensure uninterrupted delivery. Build a sustainable delivery model with a strong focus on quality, efficiency, and client satisfaction. Lead, coach, and develop team members to drive performance, engagement, and growth. Required Skills Strong people management and leadership capabilities. Proven experience in operations and/or technology delivery environments. Strong stakeholder and client management skills. Ability to plan, monitor, and optimize resources based on demand and business priorities. Strong analytical, problem solving, and decision-making skills. Effective communication and coaching skills. Role Description The Senior Service Manager (SSM) is a working manager accountable for the overall performance of the team and its members. The role is responsible for delivering agreed client outcomes by leading, coaching, and managing teams, proactively engaging stakeholders, and ensuring consistent adherence to internal and client SLAs. The SSM oversees all aspects of delivery across operations and technology, including planning and managing work, empowering teams, monitoring progress, and acting as an escalation point for delivery risks. The role defines measurable success indicators, builds strong customer and client relationships, and ensures a sustainable delivery model that consistently meets contractual performance standards. The incumbent is responsible for resource planning, workload distribution, managing unplanned absenteeism, and ensuring all daily, weekly, and monthly deliverables are met. This includes leading daily huddles, conducting audits to ensure quality, maintaining updated SOPs and documentation, and providing signoff for errorfree processing. The SSM also plays a critical role in people management—conducting regular one-on-one discussions, leading performance reviews, providing coaching and mentoring, managing engagement and development, and improving overall team performance through cost-effective quality improvement measures. Collaboration with peer managers and cross functional teams is essential to ensure seamless client delivery.

Education

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Experience

Education

Bachelor’s degree

Experience

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Benefits

domain and

Benefits

Administration Prior experience with Alight / Aon / Wipro is an added advantage Health or Retirement Domain experience preferred Prior experience in people management role Additional

Requirements

Willingness to work in flexible shifts as per business needs 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. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. 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. Alight requires all virtual interviews to be conducted on video.

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 several 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 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. As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com. Equal Opportunity 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, 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 their 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. 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. . About Alight Solutions Alight is a leading benefits administration provider of health, wealth, leave and point solutions for many of the world’s largest organizations and over 30 million people. Through the administration of employee benefits, Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. Our Alight Worklife® platform empowers employers to gain a deeper understanding of their workforce and engage them throughout life’s most important moments with personalized benefits management and data-driven insights, leading to increased employee wellbeing, engagement and productivity. Learn more at alight.com. Our values are the essence of who we are: Agility. Move with purpose. Learn fast. Adapt quickly. Leadership. Lead by example. Own the outcome. Serve others. Integrity. Do the right thing - even when it is difficult or unseen. Growth Mindset Stay curious. Keep learning. Never stop improving. High-Quality. Do it thoughtfully. Do it completely. Do it well. Trust. Trust is earned through consistency, authenticity, and credibility. Our Colleague

Experience

At Alight Solutions, we are reimagining how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life. We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience. Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place. Help us reimagine how people and organizations thrive! Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive. @AlightSolutions