Delivery lead-Life and Annuities Operation

Location -Kolkata

Team Size- 400+

Prior Experience -18-20 years of work experience in Insurance operations with hands on work experience and knowledge on UK Life & Annuities, Retirement or super annuation.

Purpose of the Role:

- Lead and manage customer service teams across India, ensuring high performance and service quality.
- Develop and implement service delivery strategies aligned with UK regulatory requirements and client expectations and SLAs.
- Drive continuous improvement initiatives to enhance customer outcomes, efficiency, accuracy, and customer satisfaction
- Ensure all offshore customer service operations comply with UK FCA regulations and internal governance frameworks.
- Maintain robust controls and audit trails to meet regulatory reporting and conduct standards.
- Collaborate with UK Compliance, Regulatory Analysis & Support and Change Management teams to interpret and implement regulatory changes

Key Functional Responsibilities: Regulatory & Compliance Oversight

- Ensure all offshore customer service operations comply with UK FCA regulations and internal governance frameworks.
- Maintain robust controls and audit trails to meet regulatory reporting and conduct standards.
- Collaborate with UK Compliance,



Regulatory Analysis & Support and Change Management teams to interpret and implement regulatory changes relevant to the services provided offshore

Stakeholder Management

- Act as the primary point of contact for location based customer service operations.
- Build solid relationships with clients, internal teams, and external partners to ensure alignment and transparency.

People Management & Development

- Recruit, train, and mentor customer service professionals to build a high-performing team.
- Foster a culture of accountability, compliance, and customer-centricity.
- Lead workforce planning and succession strategies to support long-term growth.

Risk & Quality Assurance

- Implement and monitor quality assurance frameworks to ensure consistent service delivery.
- Identify and mitigate operational risks, ensuring business continuity and resilience.
- Conduct root cause analysis and corrective actions for service failures or complaints relevant to the services provided offshore.

Technology & Process Optimization

- Collaborate with IT and process teams to leverage technology for service automation and analytics.
- Drive digital transformation initiatives to enhance customer experience and operational agility

📌 Location Head- UK Life and Pension (Kolkata)
🏢 Wipro
📍 Kolkata