Customer Care Implementation Leader

3 days ago

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Alight Solutions

WebsiteLinkedInAll Job Openings

Business Consulting and Services • Human Resources Services

10,000+ employees

Founded 2016

🏢 Enterprise

👥 HR Tech

☁️ SaaS

Description

• Overall accountability for Customer Care implementation team • Attend Client Kickoff, manage strategy and timelines • Serve as point of contact for CC related activity • Accountable for all CC Implementation work packages • Assessing/monitoring risk and performing risk management plans • Creating and managing an approved budget for Customer Care • Leading CC team, ensuring best practices are implemented • Consulting CC Requirements meetings with clients • Articulating, disseminating, and improving domain knowledge • Serving as CC Best Practices SME • Driving key business initiatives for operational success • Partnering with internal/external business partners • Leading cross-functional CC status meetings • Facilitating Ongoing CC Staffing discussions • Coordinating and finalizing tasks on CC critical path • Ensuring CC team executes projects on time and on budget • Executing CC transition plan for seamless transition to ongoing CC

Requirements

• Bachelor’s degree or equivalent work experience required • CC domain experience, including experience leading a team • Ability to oversee concurrent or high complexity projects • Strong client consulting skills • Strong Project Management background and experience • Demonstrate subject matter expertise in multiple service domains • Experience as a people manager and/or strong coaching/mentoring background • Expertise with CC delivery model and domain best practices • Basic regulatory and legislative laws knowledge • Proven problem solving and decision-making skills • Highly self-motivated and directed • Excellent listening, interpersonal, written, and oral communication skills • Ability to manage multiple projects, priorities, and deliverables • Proven influencing and negotiating skills • Knowledge of PMI methodology • Financial experience working with project budgets

Benefits

• Variety of health coverage options • Wellbeing and support programs • Retirement • Vacation and sick leave • Maternity, paternity & adoption leave • Continuing education and training • Voluntary benefit options