Project Coordinator, Client Support Services Inbound/Outbound Operations - Virtual, United States - Alight

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

Overview

The Process Specialist role is responsible for managing complex client projects and consulting with client teams and leaders in the Client Support Services (CSS) cross-location and national governance model. Colleagues in this role will assure national standards are leveraged to enable and optimize Alight systems, technology and processes across all services and clients. Colleagues in this role will maintain a client portfolio and will be responsible for new implementations, exits, training, escalations, and consulting on Inbound and Outbound processes.

Responsibility Areas

• Manages complex Imaging and Fulfillment projects for key clients across all services leveraging national standards and best practices.
• Manages new implementations for production services and major change requests, from requirements gathering to production.
• Performs and reports on process audits to stakeholders and CSS leaderships for aligned clients/tasks. Constructs and deploys required action plans to assure compliance.
• Actively consults on current best practices with Inbound and Outbound Operations, client teams, client-facing Alight leaders, and clients.
• Conducts training for CSS Inbound and Outbound Operations, client teams, and clients, as needed.
• Develops and documents production related processes and guidelines.
• Works with the Operations Managers, Client Delivery Managers, and Service Delivery Managers to recommend process improvements and coaching and training opportunities that were identified from participant issues, recurring audits, process delays, and quality problems.
• Partners with peers in CSS and operations to assure seamless transition from project management and implementation to live production delivery.
• Participates in CSS cross-location process development and improvements, as required.
• Serves as a production subject matter expert to CSS operations, Alight client teams, and Alight leaders.
• Works with Inbound and Outbound Operations to maintain standards, and deploy enhancements as needed to various lines of business.
• Participate in SOC1 audits for Check Handling Share Service, and Check Production. Will work with the auditors and operations to ensure supporting documentation is provided on time and with accuracy.

Formal Education & Certification

• Experience in CSS client service delivery is preferred. Bachelor's degree (in a business context preferred) or equivalent experience.

Knowledge & Experience

Working knowledge of production and operational processes, and best-practice consulting required.

• Strong written and verbal communication skills.
• Strong listening and interpersonal Skills.
• Strong organization skills with the ability to multi-task and drive and prioritize own work.
• Skilled at properly researching, identifying, and documenting process improvement opportunities and issue resolution.
• Experience working in a team-oriented, collaborative environment.
• Solid project management skills.

Technical Skills

• Strong problem solving and analytical skills.
• Proficient in Microsoft applications like Excel and Word.
• Proficient understanding of Inbound and Outbound Applications to support Operations preferred.

Personal Attributes

• Responds willingly, promptly, and effectively to changing work environments, changing priorities, and new situations.
• Demonstrates the ability to prioritize and balance multiple demands effectively.
• Builds capability to contribute by taking responsibility for own development, tapping multiple sources of learning to deepen own knowledge, seeking out new experiences, and applying learning appropriately.
• Demonstrates applied learning by continuously improving own contribution.
• Ability to quickly identify problems, opportunities, and alternative courses of action.
• Logical and efficient, with keen attention to detail.
• Strong client service orientation.
• Works with and without supervision and has the ability to prioritize and multi-task.
• Generates new and creative approaches to benefits and imaging processes and thinks outside the box.
• Maintains confidentiality.
• Continuous improvement and teamwork mindset.

Work Conditions

• Occasional evening and weekend work to meet deadlines.
• Work with global and offshore resources may require flexible hours.
• Daily contact with client teams and occasionally with clients - whether directly aligned to project work or for developing the client relationship.
• Frequent computer use at workstation up to 2 hours at a time or for extended periods of time.
• Access to information using a computer and related components and peripherals.
• Participation in training sessions, presentations, and meetings.

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 otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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

Salary Pay Range

Minimum :

44,600 USD

Maximum :

70,800 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit:

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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.