Service Delivery Lead

Job Summary

Location: Chennai
Business Unit: Insurance DPO – Life & Pensions (Corporate Business)
Shift: UK Business Hours

Role Overview

The role involves leading delivery across Corporate Pension administration and Group Risk operations, covering end-to-end lifecycle from new scheme setup to servicing, renewals, claims, and migrations. The Senior Manager will ensure operational stability, compliance with Irish pension regulations, and drive productivity and standardization.

Key Responsibilities

Operational Delivery

• Oversee end-to-end operations across:
• Cash & Contributions processing (AVC, DC schemes)
• New Business onboarding (PRSA, DC, Scheme setup)
• Policy / Scheme servicing & member administration
• Claims processing (retirement, death, withdrawals)
• Renewals (Group Risk, Pension renewals)
• Group AVC and DC alterations
• Migrations and scheme transitions
• Ensure accuracy and turnaround for monthly volume processing and member servicing.
• Drive governance on scheme documentation, trustee reporting, and operational controls.

Process Management & Control

• Track and manage volume throughput, ageing, and SLA adherence across processes.
• Drive RCA and issue resolution across cash breaks, claims delays, and onboarding errors.
• Ensure strong control over:
• Contributions & fund allocation
• Benefit calculations and payouts
• Scheme setup accuracy
• Standardize processes across teams to ensure consistency.

People & Capability Management

• Lead Managers and Team Leaders across multiple process streams.
• Build domain capability in:
• Corporate pensions administration
• Group risk servicing
• Regulatory compliance awareness
• Drive cross-skilling across Cash, NB, Claims, Renewals, and Migrations.

Client & Governance

• Manage governance through regular service reviews, operational reporting, and performance discussions.
• Ensure proactive communication on risks, volumes, and service delivery performance.
• Translate client requirements into operational improvements.

Quality, Compliance & Process Excellence

• Ensure compliance with:
• Irish pension regulations and trustee requirements
• Policy administration and audit standards
• Improve process accuracy across:
• Contributions processing
• Claims and benefits servicing

Drive continuous improvement, Transformation & Efficiency and productivity initiatives across operations.

Skill Requirements

Required Skills & Qualifications

Domain Skills

• Strong working knowledge of:
• Corporate Pensions (DC, PRSA, Group schemes)
• Contributions processing & fund allocations
• Claims & benefits servicing (retirement, death, withdrawals)
• Scheme setup & onboarding
• Renewals & policy servicing
• Understanding of:
• Trustee reporting and governance
• Migrations and scheme conversions

Operational Skills

• Experience managing multi-process operations (Cash, NB, Claims, Servicing)
• Strong control mindset (accuracy, reconciliation, audit readiness)
• Ability to manage high-volume transactional environments

Leadership & Governance

• Team leadership across multiple layers
• Stakeholder management and governance reporting

Strong problem-solving and decision-making

Other Requirements