Designation-Senior Service Manager (SSM)

Key Expectations

- Own overall performance of the team and ensure delivery of agreed client outcomes.
- Responsible and accountable to assist and meet Operations SLA for the client.
- Responsible for auditing for ongoing process on the client.
- Responsible to lead and drive clients facing mails and project on time within threshold with timely updates to stakeholder.
- Weekly connect with colleagues to ensure right expectation and accountability set for the colleague.
- Consistently meet or exceed internal and client Service Level Agreements (SLAs).
- Drive high standards of service delivery through effective planning, execution, and monitoring.
- Proactively manage risks, escalations, and mitigation plans to ensure uninterrupted delivery.
- Build a sustainable delivery model with a strong focus on quality, efficiency, and client satisfaction.
- Lead, coach, and develop team members to drive performance, engagement, and growth.

Required Skills

- Strong people management and leadership capabilities.
- Proven experience in operations and/or technology delivery environments.
- Strong stakeholder and client management skills.
- Ability to plan, monitor, and optimize resources based on demand and business priorities.
- Strong analytical, problem solving, and decision-making skills.
- Effective communication and coaching skills.

Role Description

The Senior Service Manager (SSM) is a working manager accountable for the overall performance of the team and its members. The role is responsible for delivering agreed client outcomes by leading, coaching, and managing teams, proactively engaging stakeholders,



and ensuring consistent adherence to internal and client SLAs.

The SSM oversees all aspects of delivery across operations and technology, including planning and managing work, empowering teams, monitoring progress, and acting as an escalation point for delivery risks. The role defines measurable success indicators, builds strong customer and client relationships, and ensures a sustainable delivery model that consistently meets contractual performance standards.

The incumbent is responsible for resource planning, workload distribution, managing unplanned absenteeism, and ensuring all daily, weekly, and monthly deliverables are met. This includes leading daily huddles, conducting audits to ensure quality, maintaining updated SOPs and documentation, and providing signoff for errorfree processing.

The SSM also plays a critical role in people management conducting regular one-on-one discussions, leading performance reviews, providing coaching and mentoring, managing engagement and development, and improving overall team performance through cost-effective quality improvement measures. Collaboration with peer managers and cross functional teams is essential to ensure seamless client delivery.

Education & Experience Education:

- Bachelors degree

Experience:

- US Benefits domain and Benefits Administration.
- Prior experience with Alight / Aon / Wipro is an added advantage.
- Health or Retirement Domain experience preferred.
- Prior experience in people management role.

Additional Requirements:

- Willingness to work in adaptable shifts as per business needs.

Interested candidates can share their CV

[email protected]

📌 Senior Service Manager || Health - TBA (Noida)
🏢 Alight
📍 Noida