at Alight in Illinois, United States
Job Description
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. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.
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.
Role : Client/Carrier Operations Analyst
Alight Level: Manager
Skills & Experience: Demonstrated experience and exhibits the ability to excel in the following areas:
+ Written and verbal communication skills including presentation skills.
+ Time management and ability to accurately prioritize workload in a manner that ensures all deadlines are met.
+ Project management experience with medium scale projects, effective use of basic business productivity tools and advanced level proficiency in Microsoft applications (Excel, OneNote, Word, PowerPoint, Outlook, Visio).
+ Analytical and critical thinking skills
+ Processes improvement via automation or efficiency leading to actual cost savings
+ Knowledge of a CRM system and its interactions, as well as building complex CRM advanced finds. In-depth understanding of operational processes and impact points.
+ Experience in external partner and/or vendor consulting on ARHS best practices.
+ Execute competently withing a regulated industry
+ Translate business needs to tech requirements
+ Manipulate large data sets accurately and efficiently
Day to Day – Job Requirements & Expectations
+ People
+ Builds, maintains, and delivers new-hire onboarding
+ Assists in assessing colleague training needs and identifying knowledge gaps across the team
+ Builds and delivers training where needed to broader Operations teams and colleagues
+ Builds, maintains, and delivers coaching and development opportunities as needed to the team to create a culture of continuous improvement
+ Provide team mentorship opportunities
+ Serves as support for escalated issues
+ Process
+ Independently handles complex tasks such as client/carrier/vendor escalated issues report/data analysis, and general delivery
+ Monitors quality and ensures milestones and all project deliverables are met as a team.
+ Regularly communicates with appropriate level of detail to key stakeholders of each project or daily deliverable as needed
+ Utilize vendor tools where applicable and within Alight security standards
+ Supports end to end enterprise service delivery for BAU and new implementations/enhancements
+ System configuration
+ Organizes and manages workstream specific scheduled implementation activities
+ Ability to understand the ask/need of clients/carriers/vendors, consult based on data best practices and/or create feasible alternative solutions, as appropriate
+ Proactively identifies and pursues process improvement opportunities for owning workstreams and owning client/carrier portfolio
+ Assists other Operations teams with improvement opportunities
+ Assists in team project strategy, direction, and execution.
+ Consults and coordinates with carriers/clients, third party vendors, and other internal stakeholders on an ongoing basis
+ Collaborates with reporting manager to monitor, track, and communicate service-related metrics to ensure overall health of processes and that they meet or exceed targets (client/carrier calls, RIO calls, etc.)
+ Executes effective change management strategies in the event of team, process, or organizational change
+ Demonstrates ability to consistently identify, research, document, and action root cause leveraging available data and tools
+ Serves as primary operations contact for aligned Tier 1 clients/carriers
+ Ensures we meet and/or exceed contractual SLAs
+ Maintains integrity of all client/carrier data in the CRM system
+ Leads and participates in audit activities (E.g. Health Reimbursement Account, Book of Business Reconciliation, etc.)
+ Ensures accuracy and efficiency in owning workstream and owning client/carrier portfolio
+ Tools
+ Performs ad-hoc job execution
+ Develops user acceptance test (UAT) plans, participates in UAT of enhancements/application changes, and project manages overall team UAT completion for any aligned carrier or workstream related user stories or bugs included in each release
+ Proactively Identifies opportunities for new team documentation (E.g., SOPs, TRDs, etc.), ensures existing documentation is up to date, and verifies guidance/requirements match organization best practices
+ Understands and performs individual capacity planning (through individual/team tools and/or methods)
Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row.
Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.
Our commitment to Diversity and Inclusion
Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.
At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.
Diversity Policy Statement
Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.
Alight provides reasonable accommodations to the known limitations of otherw
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