Chennai, Tamil Nadu
Job Summary
This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.
Key Responsibilities
1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.
Other Requirements
End-to-End Business Ownership
Own delivery across all core process towers:
Cash & Contributions (AVC, DC)
New Business (PRSA, DC, Scheme setup)
Claims & Benefits servicing
Renewals (Pension & Group Risk)
Migrations & scheme transitions
Group AVC and DC alterations
Ensure operational stability, scalability, and SLA delivery.
Operating Model & Governance
Define delivery model across:
Process standardization
Centralized / COE structures
Drive strong governance across:
Volume management
Productivity and efficiency
Risk & compliance controls
Domain & Capability Leadership
Build strong domain depth across:
Corporate pensions administration
Trustee reporting & compliance
End-to-end member lifecycle
Ensure teams are aligned to regulatory and operational requirements.
Client & Strategic Engagement
Lead strategic discussions on:
Service performance
Process optimization
Transformation roadmap
Provide direction on scaling operations and improving service delivery.
Transformation & Efficiency
Drive improvements across:
Cash processing efficiency
Claims and benefits turnaround
Scheme onboarding timelines
Lead automation and simplification initiatives across high-volume/complex processes.
Risk, Compliance & Control
Ensure adherence to:
Irish pension regulations
Trustee governance requirements
Mitigate risks across:
Contributions processing
Fund allocations
Claims payments
Enterprise & Strategic Responsibilities
Drive forecasting, planning, and performance management
Support transitions, migrations, and expansion of scope
Align operations with broader transformation initiatives
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