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Benefits Operations Manager - Health and Welfare (Toronto, ON)

Benefits Operations Manager - Health and Welfare (Toronto, ON)

Requisition ID 
Job Locations 
Job Family 
Benefits Service Delivery


Alight Solutions Is Looking For A Health and Welfare Benefits Operations Manager 


As part of an industry-leading team, you will help drive results for our clients by delivering innovative and effective solutions as part of our Canadian Health Service Group within Alight Solutions in Toronto, ON As an Health and Welfare Benefits Operations Manager you will report directly to the Health Leadership Group and Performance Team Manager and may have on and offshore direct reports which include entry level colleagues. 


Your Impact As A Benefits Operations Manager


The Benefits Operations Manager (BOM) is accountable for their aligned client(s) operational performance, including meeting and exceeding contractual performance standards and CSG Scorecard operations measures. He or she is responsible for making sure that all the portions of ongoing service delivery work smoothly and result in high-quality service for plan sponsors and plan participants. This includes project scheduling, capacity and utilization management, delegating work to meet deliverables, and tracking the status of outstanding issues. He or she is accountable for identifying process improvements that will lead to year-over-year efficiencies in his/her aligned client(s) operational workloads. He or she is also a key contact for day to day client contacts and Third-Party Administrators, as well as all Shared Services that impact ongoing operations.Customer Service (CS), Fulfillment, etc. The BOM is responsible for identifying, planning, transitioning, and monitoring work activities that are performed using BPO resources. This role may be leveraged across multiple teams.

  • Adheres to standard operations management practices as outlined by Health Services leadership and Performance Team Manager (PTM)
  • Provides coaching and development of Delivery Specialists (DS) and creates a culture of continuous improvement within client-level operations
  • Monitors client operations dashboard measures to proactively manage client-level impacts
  • Identifies, plans, and manages process improvement projects to create year-over-year efficiencies in operational workloads
  • Tracks and improves capacity and utilization of DS resources
  • Reviews and signs off on escalated DS deliverables (e.g., data quality checks, client responses)
  • Reports system defects to Lead Systems Analyst (LSA) via defect submission process and collaborates with LSA to mitigate participant damage/risk
  • Collaborates with Benefits Implementation Manager to ensure proper handoffs to operations team
  • Ensures processing documentation is accurate and complete; receives/verifies updates resulting from change orders provided by LSAs
  • Develops and delivers DS client-specific operational training; monitors DS ongoing adherence to standard operating procedures to ensure high quality
  • Provides day to day client and contact support for participant- and/or processing-related issues; provides Client Manager (CM) complete and accurate client-ready responses for participant- and/or processing-related issues that are escalated to senior client contacts (i.e. Director or VP)


You Bring Knowledge and Expertise


Required Experience:

  • 1+ years of Canadian Health and Welfare service experience required
  • 1+ years of experience (and demonstrated competence, depth, and breadth) of complex processing experience



  • Bachelor's degree or work experience required


We offer you

A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.


Our Colleague Experience

At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.


About Alight Solutions

As the leading provider of benefits administration and cloud-based HR and financial solutions, we enhance work and life through our service, technology and data. Our 22,000 colleagues across 14 global centers deliver an unrivaled consumer experience for our clients and their people. We are Alight. Reimagining how people and organizations thrive.


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 of 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, fingerprint verification, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.


Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law.  Alight Solutions is committed to a diverse workforce and is an affirmative action employer.


Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but limited to subsidiaries, partners, or purchasers of Alight business units.  


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