Service Delivery Director

Job description

HCL Technologies (IBS) Head of UK Operations Department: Insurance Business Services (Business Process Outsourcing Division) Key relationships: Operations team, Customer, IT delivery Team, R&C, Change, Development team, Infra teams, L&D Key Responsibilities Key Deliverables: •Client Engagement and Relationship: •Direct client strategic planning engagements and attain positive reviews from clients •Identify, execute and convert client business opportunities •Maintain and develop key client relationships •Perform project based on client requirements and gain client confidence •Conduct negotiations in mutual best interest of clients. •Delivery Management: •Responsible direct line of sight to the end-to-end delivery requirements for the client – includes delivery of onshore and offshore operations •Own the onshore operations for their respective client area viz. contact centre, client finance area, actuarial and •IQA etc. •People Management for onshore and indirect management for offshore e.g. morale, motivations, incentives etc. •Lead and motivate the development and delivery of the IBS modernization of the Product and Technology estate. •Revenue and Profit Management: •Monitor and manage account profitability above margin targets. •Plan and implement the cost optimization program to deliver on the cost agenda •Develop and attain accurate quarterly and annual revenue forecasts for every account •Present weekly/monthly/quarterly/annual performance report. Skill Requirements Skillsets required: •15 years + Operations experience / Head of Operations •Complex process background, preferably including Insurance process . Not necessarily in life & pensions sector but familiarity with financial services highly desirable •Strong communication and influencing skills •Personal flexibility and willingness to travel at short notice •Responsible for up to 200 - 300 people Other Requirements •Reporting to the COO Apply now 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 230,000 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 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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