Senior Process Manager

Logistics, Sales & Operations

In short

The Senior Process Manager will be responsible for the execution of key pension operations, including cash, new business, claims, renewals, and servicing. This role involves managing Senior Team Leads and Team Leads, focusing on control, productivity, governance, and ensuring high customer satisfaction.

Responsibilities

Manage multiple process streams in a transactional environment.
Ensure high customer satisfaction by managing performance and Service Level Agreements (SLAs).
Plan and coordinate staffing activities for respective processes.
Manage client relationships to maintain and grow existing business.
Manage the budget and schedule for assigned projects.
Coordinate interrelated operational tasks.
Own day-to-day delivery across process towers: Cash & Contributions, New Business, Claims, Renewals, Member servicing, and Migrations.
Ensure SLA adherence across volumes, turnaround times, and accuracy.
Prioritize workload across teams and manage dependencies.
Monitor and control work queues, ageing, and backlog.
Monitor productivity and utilization.
Monitor process accuracy and error trends.
Drive structured Root Cause Analysis (RCA) and corrective action plans for recurring issues.
Ensure compliance with SOPs, regulatory requirements, and audit standards.
Manage Senior Team Leads / Team Leads and their teams.
Drive performance through target setting, daily tracking, coaching, and performance management.
Support capability building in pensions domain and process knowledge.
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.
Ensure accuracy in Contributions posting, 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.
Identify improvement opportunities across cash processing, claims cycle time, and new business onboarding efficiency.
Drive implementation of process improvements and support automation initiatives.

Requirements

Strong working knowledge of Corporate pensions (DC, PRSA, Group schemes).
Experience with Contributions processing and fund allocation.
Experience with Claims and benefits servicing.
Experience with New Business onboarding and renewals.
Experience with Migrations and scheme servicing.
Experience managing multiple process streams in a transactional environment.
Strong control mindset (accuracy, risk, audit readiness).
Ability to manage workload distribution and SLA performance.
Experience managing Team Leads / Senior Team Leads.
Strong coaching, performance management, and escalation handling skills.
Problem-solving and decision-making ability.
Ensure SLA adherence across volumes, turnaround times, and accuracy.
Prioritize workload across teams and manage dependencies between processes.
Monitor and control work queues, ageing, and backlog.
Monitor productivity and utilization.
Monitor 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.
Manage Senior Team Leads / Team Leads and their teams.
Drive performance through target setting and daily tracking.
Drive performance through coaching and performance management.
Drive performance through cross-skilling across process areas.
Support capability building in pensions domain and process knowledge.
Prepare and review daily / weekly performance reports.
Prepare and review SLA dashboards, ageing and backlog reports.
Highlight risks, issues, and dependencies to Manager proactively.
Support governance calls with data-backed insights.
Ensure accuracy in contributions posting and fund allocation.
Ensure accuracy in claims calculation and payouts.
Ensure accuracy in scheme onboarding and documentation.
Drive quality improvements through audits, sampling, and feedback loops.
Ensure adherence to Irish pensions compliance and trustee requirements.
Identify improvement opportunities across cash processing turnaround.
Identify improvement opportunities across claims cycle time.
Identify improvement opportunities across new business onboarding efficiency.
Drive implementation of process improvements.
Support automation initiatives.

Desired Qualifications

Experience managing multiple process streams in a transactional environment.
Strong control mindset (accuracy, risk, audit readiness).
Ability to manage workload distribution and SLA performance.
Experience managing Team Leads / Senior Team Leads.
Strong coaching, performance management, and escalation handling.
Problem-solving and decision-making ability.
Strong working knowledge of Corporate pensions (DC, PRSA, Group schemes).
Knowledge of Contributions processing and fund allocation.
Knowledge of Claims and benefits servicing.
Knowledge of New Business onboarding and renewals.
Knowledge of Migrations and scheme servicing.
Knowledge of Cash & Contributions (AVC, DC processing).
Knowledge of New Business (PRSA, DC, Scheme setup).
Knowledge of Claims (retirement, death, withdrawals).
Knowledge of Renewals (Group Risk and pensions).
Knowledge of Member servicing and scheme administration.
Knowledge of Migrations and scheme transitions.
Experience with monitoring work queues, ageing, and backlog.
Experience with monitoring productivity and utilization.
Experience with monitoring process accuracy and error trends.
Experience driving structured RCA and corrective action plans.
Experience ensuring compliance with SOPs, regulatory requirements, and audit standards.
Experience managing teams.
Experience setting targets and daily tracking.
Experience with cross-skilling across process areas.
Experience supporting capability building in pensions domain and process knowledge.
Experience preparing and reviewing performance reports.
Experience preparing and reviewing SLA dashboards, ageing and backlog reports.
Experience highlighting risks, issues, and dependencies to Manager.
Experience supporting governance calls with data-backed insights.
Experience ensuring accuracy in contributions posting and fund allocation.
Experience ensuring accuracy in claims calculation and payouts.
Experience ensuring accuracy in scheme onboarding and documentation.
Experience driving quality improvements through audits, sampling, and feedback loops.
Experience ensuring adherence to Irish pensions compliance and trustee requirements.
Experience identifying improvement opportunities.
Experience driving implementation of process improvements.
Experience supporting automation initiatives.

Benefits

Opportunity to supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

DC processingCorporate pensionsPRSAScheme setupClaimsRetirementWithdrawalsGroup RiskScheme administrationCash processingFund allocationSLA managementRisk managementProcess improvementPerformance managementBudget managementClient relationship managementReportingAuditAutomation

#pension#operations#process management#financial services#leadership#customer satisfaction#risk management#compliance

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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