Senior Service Delivery Manager

Job Summary

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

1. To define and implement clear service level agreements (SLAs) for support operations.
2. Identify opportunities to enhance project profitability and margins through efficient resource allocation and cost-effective strategies.
3. Ensure process effectiveness and continual service improvement
4. To develop and execute comprehensive project plans, define success criteria, implement effective risk management and mitigation strategies.
5. To act as a primary point of contact for key stakeholders, including customers, and collaborate with cross-functional teams, (development, sales, and marketing) to drive integrated and successful project outcomes.
6. To guide and coach a team of support specialists, empowering them through trainings and managing their performance.

Skill Requirements

Domain Knowledge

• Good understanding of:
• Corporate pensions (DC, PRSA, Group schemes)
• Contributions processing and fund allocation
• Claims and benefits 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

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.