Senior Manager - Delivery

IN-HR-Gurgaon-DLF Cyber Greens

IN-HR-Gurgaon-US Holidays-DLF Cyber Greens

Full time

R-37839

Job Summary

The Senior Manager – Operations & Customer Service is responsible for leading large-scale operations and customer service functions, ensuring excellence in client delivery, customer experience, operational performance, financial outcomes, and people leadership. This role will oversee multiple teams, drive operational excellence, manage stakeholder relationships, and build a high-performing organization that consistently delivers against service, quality, productivity, and customer satisfaction commitments

Experience

• 15 –20 years of experience in Operations, Customer Service, BPO, Shared Services, Insurance, Healthcare, Financial Services, or related industries.

• Minimum 15+ years of leadership experience managing managers and large teams.

• Proven experience leading multi-functional operations and customer service environments.

• Demonstrated success in stakeholder management, operational excellence, and customer experience transformation.

Key Responsibilities

Operational Leadership

• Lead and oversee end-to-end Operations and Customer Service functions.

• Ensure achievement of all Service Level Agreements (SLAs), productivity, quality, compliance, and customer satisfaction metrics.

• Drive operational excellence initiatives focused on efficiency, accuracy, cost optimization, and scalability.

• Proactively identify risks, issues, and opportunities and implement effective mitigation strategies.

• Establish governance frameworks and performance management routines to ensure consistent execution.

Customer Experience

• Champion a customer-first culture across all teams.

• Drive improvements in customer satisfaction, first-contact resolution, service quality, and overall customer experience.

• Manage escalations and complex customer issues while ensuring timely resolution.

• Partner with clients and business stakeholders to identify opportunities for service enhancements.

Financial & Business Management

• Own operational budgets, workforce planning, and resource utilization.

• Drive productivity improvements while maintaining service quality.

• Monitor business performance through KPIs, dashboards, and operational reviews.

• Support strategic planning, forecasting, and capacity management initiatives.

People Leadership

• Lead, coach, and develop managers and team leaders.

• Build a strong leadership pipeline through succession planning and talent development.

• Drive employee engagement, retention, recognition, and career development initiatives.

• Ensure effective performance management, coaching, and accountability across teams.

• Foster an inclusive, collaborative, and high-performance culture

Client & Stakeholder Management

• Serve as a trusted partner to internal and external stakeholders.

• Lead operational reviews and business performance discussions.

• Manage client relationships, escalations, and strategic initiatives.

• Collaborate with cross-functional teams including Quality, Training, Workforce Management, Analytics, Technology, and HR to achieve business objectives

Role specific Skills & Knowledge

• Strong background in Claim Operations, Customer Service & Leading business Initiatives

• Ability to manage project plans, reviews, reporting and governance

• Ability to lead in an environment with changing and competing priorities

• Strong coaching, feedback, and influencing capabilities

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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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 ExperienceAt 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