Senior Director – Pension Operations

Senior Director – Pension Operations Department: Health Administration Location: Gurgaon, India. Hybrid (at least 3 days in office) Role Summary: The Senior Director – Pension Operations is responsible for day-to-day performance of the Operations teams in India. Must ensure timeliness, SLA adherence and the quality of administration services provided align with best practice and that consistently high operational standards are achieved in the most efficient manner.

Driving change across operations to consistently enhance service whilst robustly managing risk. The business is also at the cusp of major transformation driven by technology. These changes will positively impact on the clients and customers, simplify work for colleagues and reduce cost of delivery.

Most importantly, these transformation projects will drive future-ready solutions. This role therefore will be responsible for driving some of these transformation projects working directly with onshore and offshore colleagues. Work closely with the UK onshore leaders to develop and execute future strategies for the business.

This is a key member of the India Operations leadership team and must always act as an ambassador. Key output expected from this leader: Lead transformation initiatives and deliver better outcomes. Drive customer centricity with measurable outcomes.

Enable business growth with commercial mindset. Delivering better P&L results by focusing on increasing revenue and profitability. Ensure colleagues are engaged and strong results on People measures are delivered.

Build leadership pipeline for the team in India. Main Responsibilities: Identify opportunities for operational transformation and continuous improvement to deliver ongoing improvements to both client satisfaction and operational efficiency. Ensure seamless implementation of new clients and renewals of existing clients on a yearly basis.

Proactively manage the Open Enrolment period every year so expected business outcomes are achieved without any failures. Monitor Productivity & Utilization trends and identify issues/areas for improvement. Work with the team to identify opportunities to help manage cost/resource.

Using this data supports recruitment and retention in line with agreed resourcing plans ensuring efficient resource utilization. Continually review existing processes and results using MI and insights. Highlight any issues or trends proactively.

Produce a monthly report for India Operations and Implementations team highlighting areas of concern and best practice. Review NPS themes across processes, identifying local differences and propose process changes. Review NPS themes across clients working closely with Client Mangers/ Directors, propose scheme specific changes Monitor rework rates/E&Os/Complaints and identify trends.

Work on action plan to reduce errors and failures. Ensure timetables for all cyclical & legislative tasks are adhered to. Identify trends that need addressing through process changes or training.

Lead/ facilitate right shoring process in line with the business plans. Review results of internal & external audits to identify training needs or process failures. Identify and address emerging issues.

Monitor completion of action plans. Reward/ recognize for higher competency at the same time manage consequences for poor performance, in line with the company’s policies/ procedures. Develop project plans, manage timelines, and ensure effective resource allocation for key projects in Operations and Implementations.

Collaborate with key stakeholders to ensure the transformation agenda is executed effectively and efficiently. Identify opportunities for process improvements and implement changes that optimize outcomes. Required Experience and Technical Knowledge: Transformation and Business Improvement projects.

On/Offshore operational delivery experience. Resource management. Knowledge of Health benefits/ administration.

P&L management. Customer experience. Required Skills and Behaviors: Transformational mindset Leadership, influence and motivational effectiveness.

Commercial acumen. Solutions focused and problem-solving skills. Strong communication and relationship building skills - both internally and externally.

Planning and organizational skills - able to work with process and priorities. Proactive approach to service delivery and commitment to positive client outcomes. Analytical, with strong attention to detail.

Proven experience in driving large-scale transformation initiatives