Operations Manager

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. Benefits With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Health, dental and vision coverages starting Day One. Wellbeing programs. Retirement plans with contribution matching. Generous time off. Parental leave. Continuing education. Career growth opportunities. Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row. 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. About the Role This role emphasizes performance, culture, and customer operations claim processes for LTD. It is crucial to align claims professionals with corporate and client objectives and prioritize customer experience to meet productivity, SLA performance, and customer satisfaction targets consistently for success in this position. Responsibilities Managing communication between the customer care team, administrative team and the clinical team, for all parties in LTD client absence programs including employees, client company, health care providers and clinical partners. Ensuring legal compliance and confidentiality, provide timely notifications to employees and client company, review documentation for approvals and denials, respond to periodic audits. Utilizing your deep expertise as a Subject Matter Expert in Leave of Absence programs. Ensuring guidance on compliance and effective communication, significantly impacting clients' leave management processes. Leading a virtual team (across multiple locations), defining roles and responsibilities and establishing direct accountabilities to achieve business goals. Focusing on building talent and people capability to enable a high-performance culture. Responding timely and accurately to client and internal inquiries, according to established standards with attention to style, tone, and manner of communication. Communicating important information on new/updated processes and procedures to staff. Providing ongoing client support with the use of diagnostic skills to identify root cause of client issues, develop solutions and recommend appropriate action to prevent recurrence of problems. Identifying opportunities for continuous improvement. Managing the established Key Performance Indicators (KPI’s) and ensuring Performance Guarantees are met. Managing and overseeing workload, performance management, personnel management, and goal setting for the team. Performing side by side listening/shadowing and coaching with team members to assist in the further development of staff and as an escalation point for complex issues. Requirements Have minimum of 3 years of claims leadership in LTD. Possess proven ability to manage both day-to-day execution and projects to achieve results of business goals and special assignments. Have an associate degree or equivalent professional work experience. Demonstrate excellent interpersonal communications skills both written and verbal. Display advanced problem-solving and analytical skills. Possess supervisory experience and the ability to prioritize and assign work. Have advanced level computer skills using Windows and Microsoft Office suite of programs including Word, Excel, PowerPoint and Outlook. Be able to navigate organizational complexity, understanding the interdependencies and priorities. Be an exceptional leader of people who can mentor and build capabilities within teams. Have technology proficiency: demonstrates a solid understanding of leveraging technology, tools and data to drive innovation, operational improvements and customer experience. Inclusion Commitment 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 reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact View email address on click.appcast.io. 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 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 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. Compensation & Benefits We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Salary Pay Range Minimum : 90,000.00 USD Maximum : 105,000.00 USD Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - 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. 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. Learn more at alight.com. Our values are the essence of who we are: 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! 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 #J-18808-Ljbffr