Assistant Manager - Claim Operations

Alight Solutions; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Alight Solutions in India is seeking an Assistant Manager – Operations to lead a team and deliver outstanding customer service by pursuing performance metrics and elevating team culture.

You will coach and develop team members, translate client requirements into actionable processes, manage onshore relationships and SLAs, and drive continuous improvements across domains while collaborating with Quality, HR and other functions. Occasional travel may be required.

Qualifications

• Minimum 8 years of overall work experience (full time).
• Substantial experience in domain and people management experience of more than 3 years is preferred.
• Ability to prioritize, develop and manage resource needs across clients.

Responsibilities

• Review key client requirements and translate into actionable procedures for the team.
• Relationship management with onshore team members and client SLA management.
• Facilitate new domain/client transitions and ensure service accuracy through compliance.
• Create goals and performance plans for teams; coach and develop staff.
• Coordinate with Quality, HR, T&A, RM, TD and other support functions.
• Manage team size from 12–15; oversee performance management and staffing.
• Analytics/Consulting and stakeholder management across projects.

Skills

People management

Leadership

Relationship management

Analytical skills

Education

Graduate degree

Job description

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:

A - AGILITY - Move with purpose. Learn fast. Adapt quickly.

L – LEADERSHIP - Lead by example. Own the outcome. Serve others.

I - INTEGRITY - Do the right thing - even when it is difficult or unseen.

G - GROWTH MINDSET - Stay curious. Keep learning. Never stop improving.

H - HIGH QUALITY - Do it thoughtfully. Do it completely. Do it well.

T - TRUST - Trust is earned through consistency, authenticity, and credibility.

It’s why we’re so driven to connect passion with purpose. Our team’s 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.

Learn more at careers.alight.com.

About the role

Assistant 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 TM’s
• Client 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 8 years of overall work experience (full time). 8 -10 years of experience range is preferred.
• Should have substantial experience in domain
• People management experience of more than 3 years is preferred
• Proven ability to prioritize, develop and manage resource needs across clients

Work Conditions

• As per business requirements - Working with global and off-shore resources may require flexible work hours.
• Participation in training sessions, presentations, and meetings in office/offsite
• Shift flexibility to work India Nights or Mornings basis business and process need

Application and Interview

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: Government ID 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.

Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.

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 with reasonable accommodation for the hiring process. If reasonable accommodation is needed, please contact [e-mail].

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 accommodation 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 reasonable accommodations/modifications 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.