Sr Service Delivery Manager (DPO)

HCL Technologies Limited; Lucknow; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

HCL Technologies Limited in Lucknow is seeking a Manager to oversee day-to-day delivery across Corporate Pensions operations, ensuring SLA adherence and accuracy across Cash, New Business, Claims, Renewals, and Servicing.

The role requires strong leadership to manage Team Leaders and ensure operational excellence, governance reporting, and timely escalation of risks while aligning with client expectations and regulatory guidelines.

Qualifications

• Experience managing pension processes across cash, claims, and onboarding.
• Strong focus on accuracy, controls, and productivity.
• Ability to monitor queues, ageing, and backlogs to meet SLAs.

Responsibilities

• Deliver daily/monthly operations across Cash, New Business, Claims, Renewals, and Servicing.
• Perform regular quality checks and drive corrective actions.
• Lead Team Leaders and promote training and cross-training.
• Provide governance updates and flag risks to clients.

Skills

Pensions domain knowledge

SLA management

Team leadership

Process improvement

Job description

Business Unit: Insurance DPO – Life & Pensions (Corporate Business)
Shift: UK Hours

Role Overview

The Manager will be responsible for managing day-to-day delivery across key process towers within Corporate Pensions operations, ensuring SLA adherence, process accuracy, and smooth handling of volumes across Cash, New Business, Claims, Renewals, and Servicing.

Key Responsibilities

Process Delivery & Execution

• Manage operations across:
• Cash & Contributions (AVC, DC processing)
• Claims (retirement, death, withdrawals)
• Renewals (Group Risk, pensions)
• Migrations and scheme transitions
• Ensure timely completion of daily/monthly volumes with high accuracy.
• Monitor work queues, ageing, and backlog to ensure SLA compliance.

Process Control & Quality

• Perform regular checks on:
• Contributions & fund allocation accuracy
• Claims calculations and settlements
• New scheme setup and onboarding quality
• Drive issue resolution through basic RCA and corrective actions.
• Ensure adherence to SOPs, regulatory guidelines, and audit requirements.

People Management

• Manage Team Leaders / Assistant Managers and operational teams.
• Monitor productivity, attendance, and performance metrics.
• Support training and upskilling on pensions processes.
• Drive cross-training across process areas (Cash, NB, Claims, Renewals).

Client & Stakeholder Management

• Support governance reporting and provide daily/weekly performance updates.
• Highlight risks, delays, and operational challenges proactively.
• Ensure alignment to client expectations and service requirements.
• Identify process improvement opportunities in:
• Cash processing efficiency
• Claims turnaround time
• New Business onboarding
• Support automation or simplification initiatives.

Skill Requirements

Domain Knowledge

• Good understanding of:
• Corporate pensions (DC, PRSA, Group schemes)
• Contributions processing and fund allocation
• Claims and benefits servicing
• New Business and scheme onboarding
• Renewals and policy servicing

Operational Skills

• Experience managing transactional operations with SLAs
• Strong focus on accuracy, controls, and productivity
• Ability to manage multiple process queues

Leadership Skills

• Team management and performance monitoring

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.