Senior Service Manager

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 & Experience Education:

• Bachelor’s degree

Experience:

• US 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 (https://careers.alight.com/us/en) .

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 [email protected] .

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.

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