Senior Process Manager

Job Description

Senior Process Manager

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.

Apply now

Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.