• Job Description

  Req#: R-26392

  Our story

  At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

  Our Values:

  Champion People – be empathetic and help create a place where everyone belongs.

  Grow with purpose – Be inspired by our higher calling of improving lives.

  Be Alight – act with integrity, be real and empower others.

  It’s why we’re so driven to connect passion with purpose. Our team’s expertise 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, Alight is the perfect place to put your passion to work.

  Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

  Learn more at careers.alight.com.

  The Performance Team Leader (PTL) is a working manager who is accountable for the overall performance of their book of clients and its client success team members. Oversees and accountable for all aspects of the Healthcare Navigation delivery for a book of clients to ensure customer and client satisfaction, and the retention and future expansion of business.

  • This includes planning and managing the work, empowering the team, monitoring and summarizing progress, managing and serving as an escalation point for risks, and for identifying and eliminating handoffs.

  • In some specific client instances, the PTL may also be the main Healthcare Navigation day to day client contact and is ‘doing’ some of the Client Manager responsibilities for that client.

  • Defines in measurable terms, the key indicators of success for their team; drives customer/ client focus grounded in strong relationships and delivers projects with quality leveraging best practices.

  • Represents their clients needs and pushes for excellence and operational health for their book of clients.

  • Manages and develops their team, which can include Client Managers and/or Client Analysts.

  • Development includes building relationships, assessing performance, providing career and development coaching focusing on skill growth, managing pay, and improving colleague engagement.

  • Oversees cross-client initiatives. They will independently create, execute, and monitor large-scale projects spanning up to 2500 clients and 25 client management team members.

  • Leads client conversations related to upsell and revenue growth.

  • Reports to Director of Client Accounts, and is a member of the Compass Healthcare Navigation Extended Leadership Team.

  Change Management

  • Drives change by incorporating feedback to improve how their client success team operates, and delivers projects creatively with fixed capacity and high quality while leveraging best practices.

  • Ensures that projects are evaluated for cross-domain impact and managed accordingly.

  • Initiates discussions and collaborates with the benefits administration team to identify and implement improvements to ongoing procedures, relationships, and training.

  • Understands the book of business in terms of clients, domain, relationship/risk status and projects.

  Stakeholder and Relationship Management

  • Accountable for the development and nurturing of key client, Alight client team (i.e. Client Executive and/or Health Leader) and broker relationships.

  • Displays strong business acumen to address escalations with all stakeholders, and facilitates an open, constructive dialogue with all stakeholders on key issues and risks.

  • Effectively prioritizes work across all client needs.

  • Owns communication of risks and priorities across external and internal stake holders and utilizes strong oral and written communication skills to effectively communicate at multiple levels of the organization and with external partners, both technical and business aligned.

  Delivery Management:

  • Serves as a client point of contact for exceptionally complex issues, when client relationship is at risk and or resulting in a significant E&O liability.

  • Accountable for the development and execution of the annual activation plan with the client which includes, but is not limited to, the communication plan, how Healthcare Navigation services align to the overall benefit strategy, etc.

  • Conducts leadership team account reviews (internal)

  • Accountable for and leading weekly team meetings (internal)

  • Responsible for submitting exceptions and/or approvals (including but not limited to travel, materials, member or client presentations and/or Benefit Fair attendance) to Director

  • Work with Director to finalize product build out/change order fees for special projects

  • Accountable for achieving a green/clear Client Relationship Health Status

  • Accountable for maintenance and validity of client relationship/risk status within the tracking system

  • Oversee stabilization/remediation plan for at risk clients

  • Report Client Relationship/Risk status to Director and leadership

  • Accountable for validity of CRM documentation (Salesforce/SharePoint, Client Cheat Sheet)

  • Accountable for delivery of client reporting, including non-standard client reporting needs

  • Accountable for ensuring the annual client performance review is completed

  Issue & Risk Management

  • Accountable for meeting client custom Service Level Agreements (SLAs) where applicable (legacy Alight only).

  • Accountable for validating final client specific SLA results with Alight Finance.

  • Accountable for communicating missed SLA results to clients and implementing a remediation plan where applicable.

  Nurturing the Team

  • Energizes the team and drives the improvement of team performance by setting SMART goals aligned to overall Health goals, and finding ways to motivate the team to do great work.

  • Builds relationships, assesses performance, provides career and development coaching, manages pay, and improves colleague engagement.

  • Effectively manages team member performance.

  • Builds talent pipeline and partners with colleagues to determine growth opportunities with a focus of building unmatched talent

  • Ensures team members have a learning/training plan where re-skilling and skill broadening is needed.

  • Works with the team on work assignments based on the best approach to get the work done, and develops team members into ‘utility players’.

  • Creates channels for colleague retention and career opportunities.

  • Adheres to defined Colleague Connect routines

  • Networks with senior internal and external personnel in own area of expertise.

  • Uses knowledge to provide consultative advice and recommendations within specific functional areas.

  • Demonstrates flexibility - Working with global and off-shore resources may require flexible work hours to cover client and team shifts/timezones.

  • Operates independently and with initiative according to established standards and principles.

  • Manages, supervises and provide support, guidance and training to others.

  Competencies, Knowledge & Experience

  All PTLs should possess a strong background in project and client management and Health and Welfare domain knowledge with the following required skills/experience:

  • Ability to effectively manage internal and external projects plans, run status meetings and create/run project management reports;

  • Deep understanding of effective change order management

  • Functional knowledge of Alight system capabilities and functionality and SDLC;

  • Strong client relationship skills;

  • Strong understanding of health domain;

  • Effective communication and influencing skills;

  • Strong analytical and problem-solving skills;

  • Strong coaching and feedback skills;

  • Ability to manage a team of colleagues including virtual workers

  • Ability to drive decisions and continuous improvement using data;

  • Advanced knowledge of managing operations and/or deep knowledge of system capabilities and functionality;

  • Knowledge of internal policies, tools, and resources best practices;

  • Strong cross cultural working ability

  Bachelor’s degree or equivalent work experience required.

  • 7+ years of experience (and demonstrated competence, depth, and breadth) of project and client management, Health and Welfare domain expertise, and or operational delivery.

  • 7+ years of experience coaching and leveraging work through others including working with global teams.

  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” 5 years in a row.

  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 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.

  Our commitment to Diversity and Inclusion

  Alight 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 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.

  Diversity Policy Statement

  Alight 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.

  Alight 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 Alight.

  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 Alight business units.

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

  Pay Transparency Statement: Alight takes into consideration a candidate’s experience, education, certification/credentials, market data, internal equity, and geography when determining an offer for a successful employment candidate, and Alight does so on an individualized, non-discriminatory basis. Therefore, an offer may fall anywhere between the estimated minimum base salary for this role of $69,700.00/year (for full time employees) and the estimated maximum base salary for this role of $110,600.00/year (for full time employees). In addition to a base salary, this position may be eligible for a bonus and/or other incentive plans. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://careers.alight.com/us/en/alight-us-benefits-2023

  
  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.

• About the company

  Alight Solutions is an Information technology and consulting company based in Lincolnshire, Illinois.

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