Service Delivery Director (DPO)
India
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Job Description
Service Delivery Director (DPO)

Job Summary

To oversee operations management, ensure client SLA and internal metrics are met, manage people, drive Kaizen and innovation, and maintain a solution-oriented mindset.

Insurance

Role Description:

Functional responsibility will cover service delivery both onshore and offshore.

  • Initially taking on management of Offshore operational resources in Chennai and Lucknow
  • Responsible for improving Turnaround time, Active time, Customer Satisfaction
  • Increasing and driving more work offshore
  • Implementing RPA and other automation
  • Working with IT to deliver customer innovation – eg new “Digital” processes for our clients
  • Supporting new sales opportunities to deliver refined and new service offerings for our existing and new clients

Skill Requirements

Skillsets required

  • 15 years + operational management experience

·        Track record for delivering end to end process improvements and transformation, including offshoring of complex processes

·         First-hand experience of RPA and driving Lean change a strong advantage

·        Onshore / offshore operating structure, including responsibility for managing significant teams based outside India (preferably UK or US)

·       Complex process background, preferably including Insurance process .  Not necessarily in life & pensions sector but familiarity with financial services highly desirable.

·         Ability to work in matrix / dotted line structure

·         Strong communication and influencing skills – very important because of number of UK-based direct reports

·         Personal flexibility and willingness to travel at short notice

·         Candidate needs to be credible both to FCA as an Approved Person (hence importance of relevant experience) and to Clients

  • Responsible for up to 300 people

Other Requirements
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 2025 totaled $14.2 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.