Designation-Benefits Operations Manager (BOM)
Key Expectations
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Own and manage overall operational performance for assigned client(s).
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Consistently meet or exceed contractual performance standards and SLAs.
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Ensure on time, high quality delivery of all ongoing work to plan sponsors and participants.
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Drive operational efficiency through process improvements and effective resource planning.
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Build strong client relationships and act as a trusted point of contact for clients and partners.
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Lead, coach, and develop team members to build a high performing operations team.
Required Skills
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Strong domain expertise in the US Pension / 401k Benefits Administration.
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Proven ability to manage SLAs, operational metrics, and client performance measures.
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Strong stakeholder management and client communication skills.
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Ability to lead teams, manage workloads, and drive capability building.
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Analytical and critical thinking
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Accountability and ownership
Role Description
The Benefits Operations Manager (BOM) is accountable for managing operational performance for assigned client(s), ensuring that contractual performance standards and defined operational measures are consistently met or exceeded. The role is responsible for ensuring all ongoing work is delivered on time and with high quality to plan sponsors and plan participants.
The BOM owns operational delivery for assigned clients, ensures process integrity and governance, manages escalations, and coordinates across teams, technology, and shared services. The role requires a strong understanding of client contractual agreements, client satisfaction, operational stability, change governance, and risk management, performance measures, and plan provisions, and being recognized as a subject matter expert in the domain.
The incumbent leads and manages BOA workloads, including work allocation, SLA tracking, SOP review, and approval, identifying training and cross training opportunities, and driving transitions to Shared Services where applicable. The role also partners closely with technology teams to ensure timely project completion, quality testing, and overall project signoff.
In addition, the BOM drives continuous improvement through process optimization, capacity, and resource planning, and delivers client specific operational training while fostering a culture of trust, collaboration, and coaching within the team
Key Responsibilities
Client & Operations Ownership
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Manage assigned benefits administration deliverables within defined SLAs (internal and external)
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Responsible for operations delivery for assigned clients in coordination with North America based colleagues
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Act as the client SME for complex, client‑specific requirements, processes, and interpretations
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Proactively identify operational risks and potential client‑facing issues and drive timely resolution
Escalation & Issue Management
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Act as escalation owner for client and participant issues
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Propose and take actions to resolve issues outside documented SOP scenarios
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Communicate with all stakeholders, significant risks or issues as required
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Create and ensure RCAs are completed, reviewed, and client ready
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Manage open defects in coordination with technology team members to ensure mitigation plans and impacted population cleanup are in place
SOPs & Governance
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Own and maintain SOPs for delivery processes
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Support governance for operational delivery quality
Projects
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Work with internal teams and clients to implement requirements for one‑time and ongoing projects with operational impact
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Coordinate with Technology Managers and internal teams to document requirements related to:
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Plan provisions
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Administrative events
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Data interfaces
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Delivery channels
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Partner with Client Technology Managers (CTM) for acceptance testing execution
Stakeholder Communication
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Maintain regular communication with delivery team colleagues (North America and India) and external clients to share operational insights, project progress, risks and mitigation plans
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Co-facilitate internal operational delivery discussions (North America & India) communicating status of delivery, risk, and work allocations for the team.
Education & Experience Education:
Experience:
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Minimum 5 years of experience in US Pension / 401k Benefits Administration
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Prior experience with Alight / Wipro(Alight account) is an added advantage
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. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.
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.
Alight requires all virtual interviews to be conducted on video.
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 several 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 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.
As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected].
Equal Opportunity 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, 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 their 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.
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.
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