Senior Manager - Delivery

Alight; Gurugram District; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Alight in Gurugram is seeking a Senior Manager – Operations & Customer Service to lead large-scale operations and client delivery, focusing on customer experience, productivity, and financial outcomes.

Responsibilities include overseeing multiple teams, establishing governance, driving continuous improvement, managing KPIs, and partnering with clients and stakeholders to deliver superior service and outcome-based results.

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 and oversee end-to-end Operations and Customer Service functions.
• Ensure achievement of all 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 to ensure consistent execution.
• 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.
• 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
• 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

Skills

Leadership

Stakeholder management

Operations management

Customer service

Performance management

Job description

Job Description:

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.