Senior Client Manager – Customer Care
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Job Description
Senior Client Manager responsible for managing complex client call center operations and strategic initiatives for Alight Solutions. Leading change, performance, and team culture towards operational excellence.
Responsibilities:
- Lead call center operations for complex clients and major projects
- Serve as primary contact for client events and strategic initiatives
- Drive change and performance within Customer Care
- Partner with CC Team Manager to ensure operational excellence
- Manage large and complex client portfolios
- Ensure delivery aligned with revenue, size, and domain goals
- Serve as primary escalation point for complex client issues
- Maintain accountability for both client and internal perceptions of service delivery
- Shape team culture, fostering engagement and operational excellence
- Support decision making across Colleague, Client, and Finance pillars
- Act as a subject matter expert within Customer Care and adjacent domains
- Identify and lead continuous improvement initiatives and best practice adoption
- Represent client and customer requirements in strategic projects, panels, and cross-functional initiatives
- Lead planning and coordination for special client events
- Build partnerships with colleagues, stakeholders, and clients
- Apply financial acumen to support organizational success
- Manage stakeholder perceptions and ensure alignment across teams
Requirements:
- Bachelor’s degree or equivalent experience
- Minimum of 5 years of call center management and leadership experience
- Expertise across multiple service domains (e.g., CC, DC, DB, HW, HR, Payroll)
- Extensive understanding of the Customer Care delivery model and industry’s best practices
- Vast knowledge of client requirements, systems, and end-to-end process flows
- Regulatory and legislative knowledge across multiple service areas
- Understanding of plan operations and domain functions
- Experience with call center operations management
- Minimum of 5 years of people management experience
Benefits:
- Health coverage options
- Wellbeing and support programs
- Retirement plans
- Vacation and sick leave
- Maternity, paternity & adoption leave
- Continuing education and training
- Several voluntary benefit options
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