Sr. Manager Operations (Life & Pension Services)

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: ChennaiBusiness Unit: Insurance BPO - Life & Pension ServicesShift: UK / European Business HoursEmployment 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 LeadershipLead 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 LeadershipServe 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 ImprovementChampion 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 LeadershipLead 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 CultureManage 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 & GovernanceEnsure 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 & QualificationsGraduate/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 CompetenciesStrategic Thinking & ExecutionClient Relationship & InfluenceProcess Excellence & Efficiency LeadershipChange, Transition & Transformation ManagementPeople Leadership & Talent DevelopmentQuality Orientation & Risk ManagementBusiness Acumen & Decision Making

Why This Role MattersCritical 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.