UK Pension Customer Lead

Gratitude Inc

701 Views

1 year ago

UK Pension Customer Lead

16-18 Year(s)

190 - 200 Thousand p.m

Mumbai

Job Description

Key Skills

Compensation Policies Compensation & Benefits Workforce Management Customer Service Manager customer experience lead

2 candidate(s) have already applied for this Job. Apply now

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.

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

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

client

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

implementations

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

architecture

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

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

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

Role

Team Leader -(NonTechnical)

Timings

Day Shift (Permanent)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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