Process Manager

Lucknow, Uttar Pradesh

Job Summary

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

Role Overview

The Assistant Manager will act as the primary owner of process execution across key pension operations, managing Senior Team Leads and Team Leads while ensuring delivery across Cash, New Business, Claims, Renewals, and Servicing. The role bridges frontline execution and managerial oversight with strong focus on control, productivity, and governance.

Key Responsibilities

Process Ownership & Delivery Management

- Own day-to-day delivery across process towers:
- - Cash & Contributions (AVC, DC processing)
- New Business (PRSA, DC, Scheme setup)
- Claims (retirement, death, withdrawals)
- Renewals (Group Risk and pensions)
- Member servicing and scheme administration
- Migrations and scheme transitions

- Ensure SLA adherence across volumes, turnaround times, and accuracy.
- Prioritize workload across teams and manage dependencies between processes.

Operational Control & Governance

- Monitor and control:
- - Work queues, ageing, and backlog
- Productivity and utilization
- Process accuracy and error trends

- Drive structured RCA and corrective action plans for recurring issues (cash breaks, claims delays, onboarding errors).
- Ensure compliance with SOPs, regulatory requirements, and audit standards.

People Leadership

- Manage Senior Team Leads / Team Leads and their teams.
- Drive performance through:
- - Target setting and daily tracking
- Coaching and performance management
- Cross-skilling across process areas





- Support capability building in pensions domain and process knowledge.

Client & Reporting

- Prepare and review:
- - Daily / weekly performance reports
- SLA dashboards, ageing and backlog reports

- Highlight risks, issues, and dependencies to Manager proactively.
- Support governance calls with data-backed insights.

Quality, Compliance & Risk Management

- Ensure accuracy in:
- - Contributions posting and fund allocation
- Claims calculation and payouts
- Scheme onboarding and documentation

- Drive quality improvements through audits, sampling, and feedback loops.
- Ensure adherence to Irish pensions compliance and trustee requirements.

Process Improvement & Efficiency

- Identify improvement opportunities across:
- - Cash processing turnaround
- Claims cycle time
- Current Business onboarding efficiency

- Drive implementation of process improvements and support automation initiatives.

Skill Requirements

Domain Knowledge

- Strong working knowledge of:
- - Corporate pensions (DC, PRSA, Group schemes)
- Contributions processing and fund allocation
- Claims and benefits servicing
- New Business onboarding and renewals
- Migrations and scheme servicing

Operational Skills

- Experience managing multiple process streams in a transactional environment
- Strong control mindset (accuracy, risk, audit readiness)
- Ability to manage workload distribution and SLA performance

Leadership Skills

- Experience managing Team Leads / Senior Team Leads
- Strong coaching, performance management, and escalation handling
- Problem-solving and decision-making ability

Other Requirements

📌 Process Manager (Lucknow)
🏢 HCLTech
📍 Lucknow