Benefits Operation Manager

Responsibilities

• Client & Operations Ownership
• Manage assigned benefits administration deliverables within defined SLAs (internal and external)
• Responsible for operations delivery for assigned clients in coordination with North America based colleagues
• Act as the client SME for complex, client‑specific requirements, processes, and interpretations
• Proactively identify operational risks and potential client‑facing issues and drive timely resolution
• Escalation & Issue Management
• Act as escalation owner for client and participant issues
• Propose and take actions to resolve issues outside documented SOP scenarios
• Communicate with all stakeholders, significant risks or issues as required
• Create and ensure RCAs are completed, reviewed, and client ready
• Manage open defects in coordination with technology team members to ensure mitigation plans and impacted population cleanup are in place
• SOPs & Governance
• Own and maintain SOPs for delivery processes
• Support governance for operational delivery quality
• Projects
• Work with internal teams and clients to implement requirements for one‑time and ongoing projects with operational impact
• Coordinate with Technology Managers and internal teams to document requirements related to: Plan provisions
• Administrative events
• Data interfaces
• Delivery channels
• Partner with Client Technology Managers (CTM) for acceptance testing execution
• Stakeholder Communication
• Maintain regular communication with delivery team colleagu

Benefits

Additional Information

Our story At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight." Our Values: Champion People - be empathetic and help create a place where everyone belongs. Grow with purpose - Be inspired by our higher calling of improving lives. Be Alight - act with integrity, be real and empower others. It's why we're so driven to connect passion with purpose. 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. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com . Alight requires all virtual interviews to be conducted on video. Designation-Benefits Operations Manager (BOM) Key Expectations Own and manage overall operational performance for assigned client(s). Consistently meet or exceed contractual performance standards and SLAs. Ensure on time, high quality delivery of all ongoing work to plan sponsors and participants. Drive operational efficiency through process improvements and effective resource planning. Build strong client relationships and act as a trusted point of contact for clients and partners. Lead, coach, and develop team members to build a high performing operations team. Required Skills Strong domain expertise in the US Pension / 401k Benefits Administration. Proven ability to manage SLAs, operational metrics, and client performance measures. Strong stakeholder management and client communication skills. Ability to lead teams, manage workloads, and drive capability building. Analytical and critical thinking Accountability and ownership Role Description The Benefits Operations Manager (BOM) is accountable for managing operational performance for assigned client(s), ensuring that contractual performance standards and defined operational measures are consistently met or exceeded. The role is responsible for ensuring all ongoing work is delivered on time and with high quality to plan sponsors and plan participants. The BOM owns operational delivery for assigned clients, ensures process integrity and governance, manages escalations, and coordinates across teams, technology, and shared services. The role requires a strong understanding of client contractual agreements, client satisfaction, operational stability, change governance, and risk management, performance measures, and plan provisions, and being recognized as a subject matter expert in the domain. The incumbent leads and manages BOA workloads, including work allocation, SLA tracking, SOP review, and approval, identifying training and cross training opportunities, and driving transitions to Shared Services where applicable. The role also partners closely with technology teams to ensure timely project completion, quality testing, and overall project signoff. In addition, the BOM drives continuous improvement through process optimization, capacity, and resource planning, and delivers client specific operational training while fostering a culture of trust, collaboration, and coaching within the team

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