Lead - Operation

Alight Solutions; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Alight Solutions in Gurugram seeks a Lead – Operations for Full Case Management to drive timely, accurate customer service across phone and web chat. You will be responsible for communicating complex client plans clearly and ensuring first-call resolution while aligning to client SLAs and internal standards.

The role requires 6+ years in international customer service (voice), strong communication, MS Office proficiency, and the ability to work evening/night shifts.

Qualifications

• Graduate in BA, B.Com or BCA with 55% or higher.
• 6+ years of international customer service voice experience.
• Excellent verbal and written communication; good MS Office skills.

Responsibilities

• Handle inbound/outbound calls and deliver high customer satisfaction.
• Articulate complex client plans and provisions clearly to participants.
• Maintain quality on calls and meet SLA targets consistently.
• Own self-learning, documentation and SOP adherence.
• Mentor colleagues and support knowledge transfer across teams.

Skills

Communication skills

Typing speed

Analytical skills

Attention to detail

Shift flexibility

Education

BA/B.Com/BCA

Tools

MS Office

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.

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.

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.”

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.

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 a number of 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.
• Applicants for employment may request a reasonable accommodation/modification by contacting his/her 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.
• We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Diversity and Inclusion

Alight is committed to diversity, equity, and 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.

Equal Employment Opportunity 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 and advance in the employment of qualified minorities, women, 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 his/her recruiter.

Authorization to Work

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.

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.

Our Values

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!

Company branding

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