Operations Manager/LTD-Alight Leave Solutions

Alight Solutions•US-IL-Illinois-Virtual, TN

2d•$90,000 - $105,000•Remote

About The Position

This role emphasizes performance, culture, and customer operations claim processes for LTD. It is crucial to align claims professionals with corporate and client objectives and prioritize customer experience to meet productivity, SLA performance, and customer satisfaction targets consistently for success in this position.

Requirements

Have minimum of 3 years of claims leadership in LTD.
Possess proven ability to manage both day-to-day execution and projects to achieve results of business goals and special assignments.
Have an associate degree or equivalent professional work experience.
Demonstrate excellent interpersonal communications skills both written and verbal.
Display advanced problem-solving and analytical skills.
Possess supervisory experience and the ability to prioritize and assign work.
Have advanced level computer skills using Windows and Microsoft Office suite of programs including Word, Excel, PowerPoint and Outlook.
Be able to navigate organizational complexity, understanding the interdependencies and priorities.
Be an exceptional leader of people who can mentor and build capabilities within teams.
Have technology proficiency: demonstrates a solid understanding of leveraging technology, tools and data to drive innovation, operational improvements and customer experience.

Responsibilities

Managing communication between the customer care team, administrative team and the clinical team, for all parties in LTD client absence programs including employees, client company, health care providers and clinical partners.
Ensuring legal compliance and confidentiality, provide timely notifications to employees and client company, review documentation for approvals and denials, respond to periodic audits.
Utilizing your deep expertise as a Subject Matter Expert in Leave of Absence programs. Ensuring guidance on compliance and effective communication, significantly impacting clients' leave management processes.
Leading a virtual team (across multiple locations), defining roles and responsibilities and establishing direct accountabilities to achieve business goals.
Focusing on building talent and people capability to enable a high-performance culture.
Responding timely and accurately to client and internal inquiries, according to established standards with attention to style, tone, and manner of communication.
Communicating important information on new/updated processes and procedures to staff.
Providing ongoing client support with the use of diagnostic skills to identify root cause of client issues, develop solutions and recommend appropriate action to prevent recurrence of problems.
Identifying opportunities for continuous improvement. Managing the established Key Performance Indicators (KPI’s) and ensuring Performance Guarantees are met.
Managing and overseeing workload, performance management, personnel management, and goal setting for the team. Performing side by side listening/shadowing and coaching with team members to assist in the further development of staff and as an escalation point for complex issues.