Operations Delivery Manager-Retiree Health Solutions

📋 Description

• • Oversee and manage the end-to-end delivery operations for Alight's Retiree Health Solutions, ensuring that all performance metrics and contractual obligations are consistently met or exceeded.
• • Take ownership of the planning, scheduling, and capacity management of operational workloads, delegating tasks effectively to team members and meticulously tracking progress to guarantee the accurate and timely completion of all deliverables.
• • Drive continuous improvement initiatives by proactively identifying opportunities to enhance operational processes, aiming for measurable year-over-year efficiencies that optimize resource utilization and reduce costs.
• • Serve as the primary point of contact and relationship manager for clients, external carriers, third-party vendors, and internal support teams, fostering strong collaborative partnerships to ensure seamless ongoing operations.
• • Act as the escalation point for complex operational issues, expertly navigating challenges and providing timely, effective resolutions to maintain client satisfaction and trust.
• • Lead and facilitate critical communications, both written and verbal, including client meetings, internal discussions, and cross-functional project updates, ensuring clarity, accuracy, and professionalism.
• • Demonstrate exceptional adaptability and resilience in navigating dynamic work environments and shifting priorities, maintaining clear and proficient communication channels with all stakeholders, including internal teams, clients, carriers, and third parties, in a fully virtual setting.
• • Provide essential backup support to the Operations Director, representing the operations function independently on critical cross-functional calls and strategic projects.
• • Cultivate a high-performing team environment by providing dedicated coaching, professional development opportunities, and comprehensive people management. Ensure all required performance conversations are conducted punctilizing and accurately, leveraging Alight's available tools and resources.
• • Maximize team efficiency and productivity through strategic resource allocation, while simultaneously implementing targeted coaching and training programs to address performance gaps and elevate individual and team capabilities.
• • Develop a deep understanding of the complete business models, intricate processes, and key stakeholders involved in Retiree Health Solutions and related operational areas.
• • Ensure the utmost accuracy in all work performed and strictly adhere to data security best practices, safeguarding sensitive information and maintaining compliance with industry regulations.
• • Utilize Microsoft Office Suite proficiency, including advanced skills in Excel, Outlook, PowerPoint, Teams, and Word, to manage tasks, analyze data, and communicate effectively.
• • Proactively manage risks and issues within the operational delivery, implementing mitigation strategies and contingency plans to ensure business continuity and service level adherence.
• • Contribute to the strategic planning and execution of operational initiatives, aligning team efforts with broader organizational goals and objectives.
• • Foster a culture of accountability and ownership within the team, empowering individuals to take responsibility for their work and contribute to collective success.
• • Regularly review operational performance data, identifying trends, root causes of deviations, and opportunities for improvement, translating insights into actionable plans.
• • Collaborate with other departments, such as Sales, Account Management, and Product Development, to ensure alignment and support for client needs and business objectives.
• • Stay abreast of industry trends, regulatory changes, and best practices in retiree health solutions and Medicare, applying this knowledge to enhance operational effectiveness.
• • Champion Alight's core values of Championing People, Growing with Purpose, and Being Alight in all interactions and operational activities.