Senior Service Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of the team's performance and ensure the achievement of agreed client outcomes.

• Strive to meet or surpass internal and client Service Level Agreements (SLAs).

• Plan, implement, and oversee service delivery processes.

• Manage risks, escalate issues, and formulate mitigation strategies.

• Develop a sustainable delivery model centered on quality, efficiency, and client satisfaction.

• Lead, mentor, and cultivate the skills of team members.

• Oversee operations and technology delivery, including work planning and management.

• Empower teams and track their progress.

• Serve as an escalation point for delivery-related risks.

• Establish measurable success indicators.

• Foster relationships with customers and clients.

• Plan resource allocation and manage workload distribution.

• Handle unplanned absenteeism effectively.

• Ensure that daily, weekly, and monthly deliverables are consistently met.

• Conduct daily huddles and perform quality audits.

• Keep Standard Operating Procedures (SOPs) and documentation up to date.

• Provide sign-off for processing that is error-free.

• Engage in one-on-one discussions and conduct performance evaluations.

• Offer coaching and mentoring to team members.

• Manage employee engagement and development initiatives.

• Enhance team performance through cost-effective quality improvement strategies.

• Collaborate with peer managers and cross-functional teams to ensure seamless client delivery.

⛳️ Requirements

• A degree in any field.

• At least 5 years of experience in US Pension / 401k Benefits Administration.

• Previous experience in a role involving people management.

• Strong leadership and people management skills.

• Demonstrated experience in operations and/or technology delivery settings.

• Excellent stakeholder and client management abilities.

• Strong analytical and critical thinking skills.

• A sense of accountability and ownership.

• Capability to plan, monitor, and optimize resources in line with demand and business priorities.

• Proficient in analytical, problem-solving, and decision-making skills.

• Effective communication and coaching abilities.

• Willingness to work flexible shifts based on business needs.

• Must have work authorization in the employing country without current or future visa sponsorship requirements.

• Successful completion of a background check, as required for the position.

• Previous experience with Alight / Wipro (Alight account) is a plus.

🏝️ Benefits

• A comprehensive total rewards package.

• Options for health coverage.

• Wellbeing and support programs.

• Retirement benefits.

• Vacation leave.

• Sick leave.

• Maternity leave.

• Paternity leave.

• Adoption leave.

• Opportunities for continuing education and training.

• Options for voluntary benefits.

• Reasonable accommodations for individuals with disabilities during the hiring process.