Operations Manager/LTD-Alight Leave Solutions

Our Story At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact.  Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management. Our Benefits With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization. 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” 6 years in a row. Great Place to Work Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here. We invite you to join our team!  Learn more at careers.alight.com .  About the Role 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. 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. 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. Application and Interview 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. Alight requires all virtual interviews to be conducted on video.  Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations. 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 prov