Senior Service Manager

• 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 delivery

• 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 advantage

• 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