• Identify, access, and prioritize key Broker and Consultant relationships, including both producers and supporting staff, in a defined region • Create, develop, and expand relationships with key Brokers and Consultants through use of proven marketing tools, hosting in-person and virtual events, and use of interpersonal investments • Successfully engage with Brokers and Consultants to obtain an understanding of their leaves management priorities and objectives • Partner with Alight internal stakeholders to align communication, outreach, and support of key Brokers and Consultants • Act as the escalation point of contact for Brokers and Consultants to facilitate issue resolution regarding their book of business with Alight Leaves Solutions • Prioritize continual education on Alight’s evolving capabilities and go-to-market solutions, as well as, acting as a thought leader in the evolving leaves landscape • Support industry conferences and events representing Alight Leaves Solutions with clients, Brokers and Consultants • Regularly track and report activities and metrics associated with actions showing progress, headwinds and successes to the SVP, Broker and Channel Partnerships

• Maintain expertise in Defined Contribution admin and other Alight capabilities • Articulate and communicate Defined Contribution value proposition • Assist Sales Executives in development of prospect sales strategies • Lead effective solution demos

• Driving the results through daily, weekly, monthly management routines. Ensure the team is meeting or exceeding all key metrics. • Managing outbound facing activities (appointment confirmation, courtesy calls, web chat, email, etc.). Managing team taking inbound calls, focusing on efficiency, referrals, accuracy, compliance, and quality. • Monitoring each Customer Service Associate’s daily performance against monthly objectives and goals. • Addressing both positive and negative performance issues in a timely and impactful manner. Driving accountability for results and immediate improvement towards results. • Achieving goals against individual and team targets through coaching, planning, and motivation. • Understanding adjustments needed in team performance to achieve key performance indicators. • Handling and supervising all customer complaints related to the Customer Service Associates or service delivery received. • Partnering with designated teams to coordinate and ensure proper operational delivery.

• Managing communication between the customer care team, administrative team and the clinical team, for all parties in LTD client absence programs including employees, client company, health care providers and clinical partners. • Ensuring legal compliance and confidentiality, provide timely notifications to employees and client company, review documentation for approvals and denials, respond to periodic audits. • Utilizing your deep expertise as a Subject Matter Expert in Leave of Absence programs. Ensuring guidance on compliance and effective communication, significantly impacting clients' leave management processes. • Leading a virtual team (across multiple locations), defining roles and responsibilities and establishing direct accountabilities to achieve business goals. • Focusing on building talent and people capability to enable a high-performance culture. • Responding timely and accurately to client and internal inquiries, according to established standards with attention to style, tone, and manner of communication. • Communicating important information on new/updated processes and procedures to staff. • Providing ongoing client support with the use of diagnostic skills to identify root cause of client issues, develop solutions and recommend appropriate action to prevent recurrence of problems. • Identifying opportunities for continuous improvement. Managing the established Key Performance Indicators (KPI’s) and ensuring Performance Guarantees are met. • Managing and overseeing workload, performance management, personnel management, and goal setting for the team. Performing side by side listening/shadowing and coaching with team members to assist in the further development of staff and as an escalation point for complex issues.