Delivery Lead Manager

 About The Role  
Skill required: Retirement Solutions - Policy Servicing

Designation: Delivery Lead Manager

Qualifications:Any Graduation

Years of Experience:13 to 18 years

What would you do? Tower:Pension AdminLevel 1:Global Process Owner (UK Pensions)Level 2:Management CL7

What are we looking for? SkillsetBachelors degree in Business Administration, Operations Management, or a related field.10+ years of experience in UK Pension Administration with proven leadership of large teams.Strong leadership skills with the ability to motivate, inspire, and develop high-performing teams.Excellent communication skills (written and verbal), with ability to present complex information to diverse audiences including executives.Strong analytical and critical thinking skills for problem-solving and decision-making.In-depth knowledge of operational best practices:quality control, performance management, and process improvement.Proficiency in Microsoft Office, project management tools, and relevant enterprise applications.Strong organizational and multitasking abilities to manage multiple projects and priorities.Ability to work both independently and collaboratively, fostering teamwork and engagement across functions.Minimum of 15 years of service delivery experience, with at least 10+ years managing a large portfolio in the Retirement/Pension domain.Proven experience leading 100+ member cross-functional teams within the UK Pension Administration space.Strong background in independently managing an account or a sizeable portfolio of operations.Extensive firsthand operational and domain expertise in UK Pension Administration, with deep knowledge of Plan Sponsor Services, Participant Services, and statutory reporting.Solid understanding of Pension Administration front-to-back platforms and procedures.Certification in the UK Pension Administration domain (desired).Strong understanding of risk management frameworks, SOX, SOC1, and process controls within operational processes.Demonstrated experience leading operations transformation initiatives at scale (RPA, OCR, Analytics, workflow creation) with proven productivity and efficiency gains.Strong risk culture with the ability to identify emerging risks and implement contingency planning for resiliency.Ability to analyze complex problems and provide both tactical and strategic solutions.

Roles and Responsibilities: Collaborate with clients and delivery teams to define, track, and measure operational KPIs and metrics against targets.Establish and govern end-to-end processes with key stakeholders, ensuring linkage across functions and the enterprise.Drive continuous improvement efforts in collaboration with process stakeholders and technology/digital owners.Hold teams accountable for process standardization, compliance, and implementation of enhancements.Define strategic guidelines, policies, and performance targets in alignment with leadership.Drive investment decisions and implement process improvements in collaboration with senior leaders.Develop and implement strategies for client acquisition, retention, and business growth.Identify and adopt internal and external best practices across the enterprise.Conduct regular team meetings to review metrics, share best practices, and align on action plans.Ensure adherence to process compliance and quality control standards.Build and maintain strong client relationships to ensure satisfaction, retention, and growth.Partner with internal departments and operations teams to achieve business objectives.Drive enterprise-wide standardization and continuous improvement programs.Proven experience in process transitions/migrations and reporting (SLA, TAT, Quality, AHT, NIGO, RCA).Exceptional communication and negotiation skills with experience managing CXO-level stakeholders.Excellent people leadership skills with the ability to manage teams in critical situations and drive holistic engagement.
 Qualification 
Any Graduation