Senior Service Manager

Job Description:

Own overall team performance and ensure delivery of agreed client outcomes Meet or exceed internal and client Service Level Agreements (SLAs) Plan, execute, and monitor service delivery Manage risks, escalations, and mitigation plans Build a sustainable delivery model focused on quality, efficiency, and client satisfaction Lead, coach, and develop team members Lead operations and technology delivery, including work planning and management Empower teams and monitor progress Act as an escalation point for delivery risks Define measurable success indicators Build customer and client relationships Plan resources and distribute workloads Manage unplanned absenteeism Ensure daily, weekly, and monthly deliverables are met Lead daily huddles and conduct quality audits Maintain updated SOPs and documentation Provide signoff for error-free processing Conduct one-on-one discussions and performance reviews Provide coaching and mentoring Manage engagement and development Improve team performance through cost-effective quality improvement measures Collaborate with peer managers and cross-functional teams for seamless client deliveryRequirements:

Any degree Minimum 5 years of experience in US Pension / 401k Benefits Administration Prior experience in a people management role Strong people management and leadership capabilities Proven experience in operations and/or technology delivery environments Strong stakeholder and client management skills Analytical and critical thinking Accountability and ownership Ability to plan, monitor, and optimize resources based on demand and business priorities Strong analytical, problem solving, and decision-making skills Effective communication and coaching skills Willingness to work in flexible shifts as per business needs Work authorization in the employing country without current or future visa sponsorship requirements Successful completion of a background check, as applicable to the position Prior experience with Alight / Wipro (Alight account) is an added advantageBenefits:

Comprehensive total rewards package Health coverage options Wellbeing and support programs Retirement benefits Vacation leave Sick leave Maternity leave Paternity leave Adoption leave Continuing education and training Voluntary benefit options Reasonable accommodations for persons with disabilities during the hiring process