Sr Service Delivery Manager (DPO)

Lucknow, Uttar Pradesh

Job Summary

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)
- New Business (PRSA, DC, scheme onboarding)
- Claims (retirement, death, withdrawals)
- Renewals (Group Risk, pensions)
- Policy servicing & member requests
- 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.

Continuous Improvement
- 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 advantages 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
- Problem-solving and issue resolution
- Stakeholder communication

Other Requirements

📌 Sr Service Delivery Manager (DPO) (Lucknow)
🏢 HCLTech
📍 Lucknow