Hi,
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)
Location: Chennai
Business Unit: Insurance BPO – Life & Pension Services
Shift: UK / European Business Hours
Employment Type: Full‑time (WFO)
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.
Transition & Transformation Leadership
- 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
- People Leadership & Talent Development
- 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.
