Overpayments Operations Manager - virtual

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com

The Operations Services Manager (OSM) is accountable for management of ongoing operations across their assigned clients, which can include multiple service locations and platforms. The OSM is responsible for ensuring timely execution of ongoing client deliverables, as well as developing solutions to complex problems across clients. The OSM will serve as the primary operations escalation point, internally and externally, along with the Operations Services Director. The OSM will also be responsible for people management including coaching and developing others.

Job responsibilities

Colleague Management and Leadership Development

• Perform all people management functions for direct reports.
• Lead aligned operations group by providing direction and linking colleague goals and expectations to those of the company and represent the company by helping colleagues understand their impact. 
• Create an effective working environment focused on colleague development, satisfying work experience and accountability for results.
• Own and drive performance management activities and results for aligned operations by setting goals and delegating work to colleagues
• Cultivate strong relationships with Alight team members and stakeholders.
• Responsible for change management and consistent delivery of key messages across aligned Operations Teams.
• Champions an environment of a ‘one team, team’ across HRFS Services through collaboration.
• Continuously hone leadership competencies: participate in and lead ongoing leadership skill building opportunities.
• Lead with Alight Values.

Client Relationship Management

• Primary escalation point for service delivery for clients in aligned focus area (ie: Payroll, HCM, and Talent).
• Attend governance meetings and schedule periodic check-ins with client contacts to discuss issues or concerns.
• Support the Domain Process Lead and Client Service Manager in consultative best practice conversations with clients.
• Understands impacts of legislative, regulatory and compliance changes and works internally and with aligned clients to implement updates in accordance with client requirements.
• Create, manage and execute upon required recovery plans and Root Cause Analysis documentation as necessary; ensure internal stakeholders are notified and actively participate in related client discussions.

Business Planning and Operations Management

• Develop and manage resources across aligned operations by creating resource plans throughout the year, including plans for future business needs.
• Manage and actively participate in SOC Audits, Business Continuity Planning and recovery efforts, change management, capacity creation and other process improvements.
• Adhere to Point of View (PoV) and best practices.
• Ensure and related changes are adopted and implemented consistently.
• Ensure process documentation is current, accurate and fully supports achievement of SLAs and incentives. 
• Organize and monitor Operational Health to ensure green status including case turn-around times across Operations for aligned focus area (ie: Payroll, including Tax and Accounting, Garnishments, etc.),
• Adhere to Operating System guidelines and certification requirements.
• Coordinate the workload across aligned operations ensuring business as usual and projects are delivered to required deadlines with quality.
• Analyzes data on the output of work across aligned operations group to identify issues or trends connected to errors or time-consuming tasks to drive operational improvement.
• Accountable for overall quality control, management of risks and escalations, audit and governance for aligned operations.
• Support process optimization and identify opportunities to collaborate, streamline and promote the management and sharing of knowledge and opportunities across HR and Financial Solutions to improve overall delivery
• Ensure awareness of the Alight control environment and manage to SOC audit expectations.
• Assist sales team in functional area of expertise as needed.  This may include, but is not limited to, participation in sales calls, development of sales sheets and assistance with estimation.

Financial Management

• Ensure achievement of Service Level Agreements (SLAs) across aligned Operations teams.
• Review and approve Change Request estimates prepared by aligned teams.
• Coordinate with Client Services Manager to mitigate financial impacts of Errors and Omissions (E&Os).
• Identify effective cost management practices; implement operational improvements.
• Responsible for achievement of Global Sourcing and automation targets, in partnership with Client Services Manager.
• Manages to SOWs (Statements of Work) and monitoring variable charges, specific to their clients.

Knowledge and expertise

• HR, Payroll or Talent related experience with in-depth knowledge of functional area; HR Outsourcing knowledge preferred.
• Applies professional principles and business judgement to solve unique problems or to develop new procedures, and process.
• Ability to lead and thrive in a fast paced environment while managing multiple tasks with urgency and setting priorities for aligned teams.
• Advanced knowledge and understanding of best practices and service delivery models.
• Effective coaching and team development skills.
• Excellent oral and written communication skills.
• Ability to build strong relations with client contacts and internal teams and stakeholders.
• Ability to learn new software functionality quickly.

Qualifications

• 3 years of equivalent work experience required.
• Professional certification as appropriate is desired, but not required.
• At least 1 year of people management experience required.
• Ability to travel up to 25% if required.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

 By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’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.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and 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 Strada, 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.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

 Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

 Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

65,000.00

Maximum :

77,000.00

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.