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Performance Team Leader

Company: Alight Solutions
Location: Orlando
Posted on: June 27, 2019

Job Description:

Our story starts with a simple universal truth: Every business is a people business. Our people are our greatest assets at Alight Solutions because People Matter! We strive for Excellence Every Day by collaborating with our clients and colleagues. At Alight, we Think Forward and we Act Now to shape the future of work and life for organizations, people and their families!

Alight has 25 years of industry experience. Our success is fueled by the expertise of our people, and the strength of our proprietary and partner technology. Come join the leading technology-enabled HR and benefits service provider. Be Real with Alight and help us reimagine how people and organizations thrive.

Come join the leading provider of integrated, cloud-based human capital solutions. Be Real with Alight and help us reimagine how people and organizations thrive.

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 Compass 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 Compass 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 ClientManagers 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. He or she 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 manged 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 opportunitties 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.

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 manged accordingly.

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

Keywords: Alight Solutions, Titusville , Performance Team Leader, Hospitality & Tourism , Orlando, Florida

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