Morgan Gervais
About Morgan Gervais
Morgan Gervais is the Director of Customer Care at Alight Solutions in Toronto, Canada, overseeing talent growth, engagement, and overall quality of service in customer care.
Title
Morgan Gervais holds the title of Director Customer Care at Alight Solutions.
Current Role at Alight Solutions
Morgan Gervais is currently the Director of Customer Care at Alight Solutions, located in the Toronto, Canada Area. In this role, Morgan is responsible for talent growth and distribution, engagement, operations consulting, and ensuring overall quality of service within the customer service sector. The role involves supporting client delivery in areas such as Health & Welfare, Pension, and HR Payroll services.
Management Responsibilities
As Director of Customer Care, Morgan Gervais directly manages both Team Managers and Client Managers. Responsibilities include driving engagement, talent development, succession planning, and retention. Morgan is also the primary contact for planning client conversations on broader systemic issues in customer service.
Operational Accountability
Morgan Gervais is accountable for ensuring that contractual standards are met or exceeded and for managing Fees at Risk payments. This involves managing budgets, headcount, and cost management within the customer service group. Additionally, Morgan owns and develops overall customer service knowledge, pricing, best practices, and the delivery model.
Customer Service Integration and Initiatives
Morgan Gervais drives customer service-wide initiatives into the business and is responsible for the overall integration of customer service across all areas. This includes domains, quality, and team leads, ensuring cohesive and effective service delivery throughout the organization.