Lead - Operation

Alight Solutions; Gurgaon; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Alight Solutions in Gurgaon is seeking a Lead - Operations for Full Case Management to deliver timely, accurate customer service across voice and web chat. The role reports to the assistant manager and may align to multiple clients across domains, ensuring first-call resolution and effective communication of complex client plans.

You will drive quality, meet SLAs, document SOPs, mentor teammates, and contribute to continuous process improvements in a global organization.

Qualifications

• Graduate in BA, B.Com or BCA with ≥55% marks in graduation.
• 6+ years of international customer service (voice) experience.
• Excellent verbal and written communication with minimal errors.
• Proficient in MS Office applications and documentation.
• Willingness to work evening/night shifts.

Responsibilities

• Provide timely and accurate customer service across voice and web chat.
• Communicate complex client plans clearly to participants.
• Meet and exceed client SLAs and quality targets.
• Document processes and follow SOPs; support knowledge transfer.
• Support continuous process improvements and mentoring.

Skills

Verbal communication

Written communication

Attention to detail

Analytical skills

MS Office

Education

BA/B.Com/BCA

Tools

MS Office

Job description

Job Description:

Our Story

At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people - purposeful, human, united and growth-minded - reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.

Our Benefits

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans, and career growth opportunities - all within a thriving global organization.

Great Place to Work

Thanks to the work of every colleague, Alight has received multiple awards of recognition including "Great Place to Work" for the past 7 years and Fortune's "Best Companies to Work For." To learn more about our company culture and awards.

THE ROLE

Lead - Operations

The Lead - Operations for Full Case Management represents the Service Center which is responsible for delivering timely and accurate customer service through any/any/all the mediums i.e. on phone, web chat. The Full Case Management Specialist post Go-Live/Certification is required to be an efficient communicator who is well versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager and may be aligned to one or multiple clients across various domains. She/he is required to effectively communicate complex client plans and provisions aimed at driving first call resolution. She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. He/she will be required to adhere to Client Level & internal Service Level Agreements’ and creates a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.

Responsibilities

• 80% of production time to be spent logged in on calls
• 20% of production time to review claims and take required action
• Handle calls with an approach to deliver positive customer satisfaction
• Articulate complex client plans and provisions in a simplified and understanable manner helping participants make an informed decision
• Maintain internal & client defined quality on calls
• Understands and contributes positively in meeting client SLA’s & targets
• Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
• Take complete ownership of self-learning & development
• Ensuring proper documentation and follow-ups and follow SOP’s
• Articulate complex client plans and provisions in a simplified and understandable manner to take an informed decision
• Act as a change catalyst, support colleague engagement by enabling a positive environment and improve quality and existing processes
• Ability to innovate with new ideas for continuous process improvement. Identify, share and support operational enhancements.
• Transitions & Mentoring - Actively involved in knowledge transfer and process set-up

Requirements

• Graduate in listed discipline (BA, B.Com, BCA aggregate marks of >=55% ( No Gaps / Failure throughout Graduation)
• Work Experience of 6 + years for International Customer Service "Voice"
• Prior Customer Service experience would be preferred
• Excellent verbal and written communication skills with least grammatical errors
• Basic computer operating skills required (MS- Office Applications)
• Appropriate Typing speed to be able to efficiently manage documentation during/post interaction
• Ability to work evening/night shifts
• Good analytical skills & attention to detail.