Sr. Manager Operations (Life & Pension Services)

HCLTech; Chennai District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

HCLTech is hiring a Senior Manager – Operations for their Chennai location. This senior leadership role involves overseeing Life & Pension delivery, managing complex transformation initiatives, and maintaining regulatory compliance. The ideal candidate will have 10-14 years of experience in Insurance BPO operations and a deep understanding of Life & Pension domains.

Key responsibilities include leading operational strategies, building client relationships, and fostering a culture of excellence. If you have strong leadership, communication skills, and a proven track record, apply now to make an impactful difference.

Qualifications

• 10–14 years of experience in Insurance BPO operations, with at least 4–6 years in a senior leadership role.
• Deep domain understanding of Life & Pension products and regulatory guidelines.
• Strong communication, negotiation, and executive-level presentation skills.

Responsibilities

• Lead and oversee multiple Life & Pension processes focusing on efficiency.
• Serve as the primary operational SPOC for UK/European clients.
• Champion process excellence through automation and Lean methodologies.

Skills

Insurance BPO operations

Process improvement frameworks

Client-facing roles

Data-driven performance management

Leadership development

Education

Graduate/Postgraduate in any discipline

Professional insurance certifications

Job description

HCL Tech is hiring for a Senior Manager – Operations role for Chennai location. Please find below job details:

Job Title – Senior Manager, Operations (Life & Pension Services)

Business Unit: Insurance BPO – Life & Pension Services

Shift: UK / European Business Hours

Role Overview

We are seeking a highly experienced Senior Manager – Operations to lead large‑scale Life & Pension delivery for our global Insurance BPO business. This senior leadership role requires strong expertise in operational strategy, process optimization, client engagement, and end‑to‑end transition/transformation initiatives. The ideal candidate will excel in managing multi‑tier teams, influencing stakeholders across UK/European markets, and driving sustainable efficiency gains while maintaining world‑class service standards.

Key Responsibilities

Strategic Operations Leadership

• Lead and oversee multiple Life & Pension processes with focus on efficiency, accuracy, and regulatory compliance.
• Drive operational strategy aligned with client expectations, organizational goals, and business growth roadmaps.
• Monitor business performance through advanced dashboards and analytics to identify trends, bottlenecks, and improvement areas.

Client Management & Stakeholder Leadership

• Serve as the primary senior operational SPOC for UK/European clients, managing both tactical and strategic engagement.
• Lead Quarterly Business Reviews (QBRs), governance meetings, and transformation roadmap discussions.
• Build deep client relationships based on transparency, delivery excellence, and continuous value creation.
• Proactively anticipate client needs and jointly develop solutions to enhance service and customer outcomes.

Process Efficiency, Quality & Continuous Improvement

• Champion process excellence through automation, digitization, re‑engineering, and Lean methodologies.
• Drive targeted initiatives to improve TAT, reduce errors, strengthen productivity, and enhance customer journey outcomes.
• Establish strong governance on metrics — SLA, KPI, quality, risk, audit readiness, and compliance with UK/European regulatory norms.
• Embed a culture of data‑driven decision making, performance discipline, and operational rigor.
• Lead end‑to‑end transition management, including due diligence, solutioning, workflow mapping, documentation, and stabilization.
• Manage complex multi‑phase transformation programs focusing on efficiency, automation, controls, and service redesign.
• Partner with cross‑functional teams (Training, Quality, Technology, HR, PMO) to ensure seamless migrations and operational readiness.

People Leadership & Organizational Culture

• Manage Team Leaders, Managers, and large multi‑skill delivery teams across Life & Pension domains.
• Create a culture of empowerment, ownership, high performance, and continuous learning.
• Drive leadership development, succession planning, career paths, and capability building.
• Ensure high engagement and retention through structured communication, coaching, and recognition practices.

Risk, Compliance & Governance

• Ensure alignment with UK/European regulatory frameworks applicable to Life & Pension operations.
• Identify operational risks early and establish mitigation plans and preventive controls.
• Maintain audit readiness and ensure adherence to organizational governance and client‑mandated quality standards.

Required Skills & Qualifications

• Graduate/Postgraduate in any discipline; professional insurance certifications preferred.
• 10–14 years of experience in Insurance BPO operations, with at least 4–6 years in a senior leadership role.
• Deep domain understanding of Life & Pension products, policy servicing, customer journeys, and regulatory guidelines.
• Strong experience in client‑facing roles, handling UK/European stakeholders.
• Demonstrated success in transition and transformation programs.
• High proficiency in process improvement frameworks (Lean, Six Sigma, automation tools).
• Strong communication, negotiation, and executive‑level presentation skills.
• Excellent analytical capability and comfort with data‑driven performance management.

Core Competencies

• Strategic Thinking & Execution
• Client Relationship & Influence
• Process Excellence & Efficiency Leadership
• Change, Transition & Transformation Management
• Quality Orientation & Risk Management
• Business Acumen & Decision Making

Why This Role Matters

• Critical leadership position shaping service delivery for UK/European Life & Pension operations.
• Direct impact on client satisfaction, process maturity, operational efficiency, and business growth.
• Opportunity to lead transformation initiatives and elevate organizational delivery capabilities.