Senior Manager Operations (UK Life & Pensions)

HCLTech; Chennai District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

HCLTech in Chennai is seeking an experienced Senior Manager - Operations to lead large-scale Life & Pension services delivery for UK and European clients. You will drive operational excellence, governance, and client engagement while shaping transformation programs across the BPO domain.

Responsibilities include leading delivery teams, enabling automation and Lean initiatives, managing transitions, and ensuring quality, risk and SLA adherence.

Qualifications

• Graduate or postgraduate in any discipline; insurance certifications preferred.
• 14+ years of Insurance BPO operations experience.
• 4-6 years in a senior operations leadership role.
• Strong Life & Pension product/domain knowledge and policy servicing.
• Experience managing UK/European clients and stakeholders.
• Proven track record in transition and transformation programs.
• Expertise in Lean, Six Sigma, automation and process improvement methodologies.
• Strong communication, stakeholder management and analytical skills.

Responsibilities

• Lead multiple Life & Pension operations, ensuring high-quality service delivery, compliance, and efficiency.
• Develop and execute operational strategies aligned with client objectives and business goals.
• Monitor performance through analytics and dashboards, driving continuous improvement initiatives.
• Act as the senior point of contact for UK/European clients.
• Lead governance meetings, QBRs, and strategic business reviews.
• Build strong client relationships and identify opportunities to enhance value and service outcomes.
• Drive automation, digitization, Lean initiatives, and process improvement programs.
• Lead transition and transformation projects, including due diligence, solution design, migration, and stabilization.
• Improve productivity, quality, turnaround times, and customer experience outcomes.
• Manage Managers, Team Leaders, and large delivery teams across Life & Pension operations.
• Foster a culture of accountability, continuous learning, and high performance.
• Support talent development, succession planning, employee engagement, and retention.
• Ensure compliance with UK/European insurance regulatory requirements.
• Maintain strong governance across SLA, KPI, quality, audit, and risk frameworks.
• Identify operational risks and implement appropriate mitigation strategies.

Skills

Leadership

Lean

Six Sigma

Automation

Process improvement

Stakeholder management

Analytical skills

Communication

Education

Graduate or postgraduate in any discipline

Insurance certifications preferred

Job description

We are hiring for the below mentioned job for Navallur, Chennai location.

Senior Manager - Operations | Life & Pension Services/Corporate Pensions | Chennai

Working Model: Work from Office

About the Role

We are looking for an experienced Senior Manager - Operations to lead large-scale Life & Pension Services delivery within our Insurance BPO business. This leadership role requires expertise in operations management, client engagement, process transformation, and team leadership. The successful candidate will drive service excellence, operational efficiency, and strategic growth while managing key UK and European client relationships.

Key Responsibilities

Operational Leadership

• Lead multiple Life & Pension operations, ensuring high-quality service delivery, compliance, and efficiency.
• Develop and execute operational strategies aligned with client objectives and business goals.
• Monitor performance through analytics and dashboards, driving continuous improvement initiatives.

Client & Stakeholder Management

• Act as the senior point of contact for UK/European clients.
• Lead governance meetings, QBRs, and strategic business reviews.
• Build strong client relationships and identify opportunities to enhance value and service outcomes.

Process Excellence & Transformation

• Drive automation, digitization, Lean initiatives, and process improvement programs.
• Lead transition and transformation projects, including due diligence, solution design, migration, and stabilization.
• Improve productivity, quality, turnaround times, and customer experience outcomes.
• Manage Managers, Team Leaders, and large delivery teams across Life & Pension operations.
• Foster a culture of accountability, continuous learning, and high performance.
• Support talent development, succession planning, employee engagement, and retention.
• Ensure compliance with UK/European insurance regulatory requirements.
• Maintain strong governance across SLA, KPI, quality, audit, and risk frameworks.
• Identify operational risks and implement appropriate mitigation strategies.

Required Qualifications & Experience

• Graduate/Postgraduate in any discipline (Insurance certifications preferred)
• 14+years of Insurance BPO operations experience
• 4-6 years in a senior operations leadership role
• Strong domain knowledge of Life & Pension products and policy servicing
• Experience managing UK/European clients and stakeholders
• Proven track record in transition and transformation programs
• Expertise in Lean, Six Sigma, automation, and process improvement methodologies
• Strong communication, stakeholder management, and analytical skills