Lucknow, Uttar Pradesh
Job Summary
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
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
1. Manage Performance And Service Level Agreements (Slas) To Ensure High Customer Satisfaction From Both Internal And External Clients.
2. Plan And Coordinate Staffing Activities For Respective Processes In Accordance With Documented Policies And Procedures.
3. Effectively Manage Client Relationships To Maintain And Grow Existing Business, Ensuring Revenue Generation.
4. Manage The Budget And Schedule For Assigned Projects.
5. Coordinate Interrelated Operational Tasks Required To Support Proposed Solutions.
Skill Requirements
Required Skills & Qualifications
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
Other Requirements
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
New Business onboarding efficiency
Drive implementation of process improvements and support automation initiatives.
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