Senior Manager - Delivery

Alight Solutions Ltd; Gurugram District; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Health insurance from Day One

Wellbeing programs

Retirement plans

Career growth opportunities

Job summary

Alight Solutions Ltd in India is seeking a Senior Manager – Operations & Customer Service to lead large-scale operations, deliver exceptional client experience, and drive financial and performance outcomes. The role oversees multiple teams, champions governance, and builds a high-performing organization that meets service, quality, and customer satisfaction commitments.

You will engage with stakeholders, manage escalations, and foster an inclusive, growth-oriented culture while developing

Qualifications

• 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.

Responsibilities

• Lead end-to-end Operations and Customer Service functions, ensuring 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 mitigation strategies.
• Establish governance frameworks and performance management routines for consistent execution.
• Champion a customer-first culture and drive improvements in customer satisfaction and first-contact resolution.
• Partner with clients and stakeholders to identify opportunities for service enhancements.

Skills

Leadership

Stakeholder management

Operations management

Customer service

People leadership

Change management

Job description

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.

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

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.
• 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

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.