Candidate would be responsible for managing one of the most diverse operations in the UK Pensions

area for one of the largest occupational workplace pensions scheme. Would be responsible for

managing 600+ FTEs operations in the area of UK Pensions supporting back-office operations (policy

administration, claims, servicing, scheme enrollment, policy transfers, change management, testing, FnA

and Cash/reconciliation, controls) and Front Office Operations (Voice, Email and Chat). Responsibilities

would also include Quality, WFM, PMO and Analytics functions. Role would be based out of Mumbai,

India.

1. Role would be based out of Mumbai: Expertise in managing dynamic, evolving operations model,

engaging actively with multiple stakeholders - product delivery, product design, MI teams, infrastructure

teams and operations

2. Critical business acumen and experience in managing a strong relationship and partnership with the

client

3. Experience to drive automations, large scale change management, strategic planning and

implementations

4. Experience in front office operations - KPIs, SLAs, Team management, knowledge of contact center

architecture

5. Experience in managing large back-office operations, resourcing and capacity planning

6. Experience in working with internal stakeholders like DERM, HR etc to drive process excellence

7. Experience in handling audits - internal, customer facing and regulatory audits

Pre-requisites of the role:

• MBA with 16-18 years of Experience in handling large operations, majority of the tenure being in

retirement and pensions operations – Back-Office and Contact Centre

• Strong business acumen and exposure to Pensions industry domain in Insurance (retirements

and pensions)

 Change management and Automation implementation experience

• Strong delivery track record - knowledge of SLAs, KPIs

• Strong written and spoken communication skills.

• Experience in client interactions, client presentations, managing large scale changes

• Willingness to learn, capability to internalise diverse knowledge in a quick time

• Experience in business planning and execution