Client Manager – Leave Solutions

• Leveraging deep Absence and Disability domain expertise to resolve complex claim issues including escalations and client inquiries.
• Developing and maintaining expertise in all Alight products and services and can convey value of the One Alight service model to clients. Instilling customer confidence and deepening brand strength through comprehensive domain knowledge.
• Demonstrating comprehensive solution expertise and consulting with clients on how to best leverage Alight's solutions to achieve desired business outcomes.
• Absorbing and substantively supporting our technology and service solutions, including relevant industry trends, practices and risks.
• Providing technical expertise to support internal and client delivery needs such as pre/post-production testing, SSRs/CROs, and defect management.
• Providing timely, proactive status updates to internal and external stakeholders with a high degree of consistency and accuracy.
• Managing client escalations to accelerate issue resolution and mitigate retention risk. Collaborating with cross-functional internal teams and external key stakeholders as appropriate to identify themes and trends in Service Delivery/Claims.
• Adapting to changing conditions and proactively learning and applying new skills, methods, and behaviors. Shifting quickly to meet client/business demands while displaying confidence, engagement, and leadership.
• Acting as a change agent;
  Seeking out and trying new ideas for continuous improvement.
• Organizing, hosting, attending and/or contributing to cross departmental and client/broker meetings as needed. Traveling to attend internal meetings, client meetings, and industry conferences/meetings as needed.

• Have at least 3 years of direct Client/Broker Relationship management experience or advanced education equivalent.
• Possess deep operational, relationship building, and issue resolution skills.
• Demonstrate understanding of contracts, pricing and financial models.
• Have experience identifying and anticipating risk and implementing effective risk mitigation plans.
• Have ability to identify expansion opportunities.
• Demonstrate industry experience in HR services / outsourcing, Business Management, Disability / absence, and/or Healthcare.
• Be able to travel 20-25%.

Demonstrates deep expertise in Absence and Disability domain, effectively managing client relationships and resolving complex claim issues. Proficient in leveraging Alight's solutions to enhance client outcomes while adapting to changing business demands.

• Client/Broker Relationship Management
• Issue Resolution Skills
• Risk Mitigation Planning
• Operational Expertise
• HR Services/Outsourcing Experience

• Contract Understanding
• Pricing Models
• Financial Models
• Claims Management
• Pre/Post-Production Testing
• Defect Management
• Service Delivery
• Business Management

• Leadership
• Adaptability
• Communication
• Collaboration
• Customer Confidence Building

• Absence Management
• Disability Management
• Healthcare
• Operational Risk
• Continuous Improvement