Canada Case Manager

Alight Solutions

About The Position

The Process Lead is a domain expert who is responsible for operational performance, including meeting and exceeding contractual performance standards for the respective services. This position would facilitate the transition of new work/process, synergize with various upstream and downstream processes to identify opportunities for reducing non-value-added steps and handoffs, work on short-term assignments with a significant degree of domain expertise and a fair understanding of delivering ad-hoc projects.

Requirements

Graduate in any educational stream / discipline.
Excellent verbal & written communication skills.
Overall, 6 years of work experience.
Sound domain expertise required.
Enhanced knowledge on SOPs & procedures for aligned processes.
Ability to develop dashboard & measures to proactively manage multi-client level impacts and shares with the appropriate audience as per expected schedules.

Nice To Haves

Knowledge of Absence platform will be a value add (FMLA, Leave pro, Absence Connect & 360).

Responsibilities

Assist in setting the team’s daily objectives, training fresh staff members, and motivating them to perform efficiently.
Root Cause Analysis of Client Performance Issues with ongoing control mechanism.
Mentoring as per any process updates received from the client’s side and to ensure that this knowledge has properly been passed on to all team members.
Build out our operational excellence capabilities to drive process improvements and process documentation (SME Expertise).
Lead Adhoc projects and cascade queries to the manager and responsible for Team Collaboration.
Act as a change catalyst, support colleague engagement by enabling a positive environment and improve quality and existing processes.
Ability to innovate with new ideas for continuous process improvement.
Identify, share and support operational enhancements.
Actively involved in knowledge transfer and process set-up.
Work with US counterparts / client teams for Transition of new work, SOP updates, SOP Writing / conversion, Domain Level Improvements, Tools / systems transition, Any other Adhoc / shared project.
Establish and analyze trends out of day-to-day transactions and involve peers / onshore counterparts.