What You'll Do The Senior Manager will provide strategic and operational leadership across GRCTS, Investment Operations, and Document Services, with accountability for service delivery, quality, regulatory compliance, operational risk, workforce capability, and continuous improvement. The role will lead multiple operational teams and people leaders, ensuring strong execution against SLA, quality, productivity, and risk objectives while building a scalable operating model through cross-skilling, automation, technology enablement, and talent development. The three verticals already have strong opportunities for cross-training because their skill requirements are broadly similar while their volume peaks occur at different times, making workforce flexibility an important part of the role. Key Responsibilities Multi-Vertical Operational Leadership Own end-to-end delivery across GRCTS, Investment Operations, and Document Services, ensuring achievement of SLA, quality, productivity, backlog, and customer commitments. Establish consistent operating rhythms, dashboards, performance reviews, capacity management, and governance across the portfolio. Anticipate seasonal and demand fluctuations and dynamically move capacity across teams through cross-training and workforce planning. Maintain operational readiness and business continuity across high-volume and time-sensitive workflows. The portfolio currently manages meaningful seasonal and operational complexity. For example, GRCTS processed 35.5K transactions with 100% SLA and zero backlog in September, while Investment Operations processed 3,596 requests and Document Services maintained 100% on-time delivery and zero backlog Risk, Quality & Controls Establish and maintain a strong risk and control environment across all three verticals. Drive preventive quality management, root-cause analysis, calibration, quality assurance and first-time-right performance. Partner with Compliance, Risk, Quality and US business teams to ensure regulatory and operational requirements are consistently met. Ensure audit readiness and timely closure of identified control gaps. Strengthen governance through standardized quality frameworks and appropriate QC/QA mechanisms. This aligns with existing initiatives including GRCTS QA governance, Document Services QC and quality-framework implementation, and Investment Operations communication controls Workforce & Capacity Management Develop capacity and staffing strategies aligned to volume forecasts, seasonality, complexity and productivity expectations. Create a flexible workforce model through structured cross-training across the three verticals. Optimize utilization, minimize idle capacity and proactively manage peak-volume requirements. Establish succession plans and leadership pipelines for critical roles. Cross-skilling is already a major portfolio strategy, including GRCTS cross-training across Plan Design, IDE, Allocation and Compliance Testing activities Transformation, Automation & Operational Excellence Build and own a multi-year transformation roadmap across the portfolio. Identify automation, AI and workflow opportunities that reduce manual effort, improve turnaround time and strengthen controls. Partner with Technology and business stakeholders to prioritize and deliver automation opportunities. Drive Lean/process-improvement initiatives focused on simplification, standardization, productivity and customer experience. Establish measurable benefits realization for transformation initiatives. Current portfolio examples provide strong anchors for this accountability, including automation enablement within GRCTS and Investment Operations' variance-review automation, which reduced manual effort by approximately 10–15 minutes per case. Performance & Data-Driven Management Establish clear productivity, efficiency, quality and service benchmarks across all processes. Develop dashboards and management information that provide early visibility into performance and operational risk. Use data to identify trends, capacity constraints, quality deterioration and improvement opportunities. Drive structured corrective actions where performance falls below expectations. Investment Operations has already been progressing efficiency and quality baselining and time-and-motion measurement. Stakeholder & Business Partnership Act as the senior India operations partner for US/home-office stakeholders across the portfolio. Build trusted relationships through transparent communication, effective governance and proactive issue management. Translate business strategy and customer expectations into executable operational plans. Lead escalations and ensure appropriate communication, root-cause assessment and sustainable corrective actions. Partner across Technology, Risk, Compliance, L&D, Quality and other RIS functions. People & Leadership Development Lead and develop Managers, Associate Managers and frontline leaders across the portfolio. Build succession depth for critical leadership and specialist roles. Establish clear accountability, coaching and performance-management disciplines. Develop domain expertise through structured learning, certifications, cross-skilling and role-based development. Build an inclusive, collaborative and high-accountability culture. Who You Are Typically 15+ years of operations experience, with 5+ years in a middle management role. Significant experience managing multi location and multi vertical operational functions, preferably within Retirement Services, Financial Services, Banking, Asset Management, Investment Operations, Recordkeeping or similar regulated operations. Demonstrated experience managing managers and sizable operational teams. Strong exposure to US stakeholders and global delivery models preferred. Graduate/Post Graduation is preferred The Senior Manager will provide strategic and operational leadership across GRCTS, Investment Operations, and Document Services, with accountability for service delivery, quality, regulatory compliance, operational risk, workforce capability, and continuous improvement. The role will lead multiple operational teams and people leaders, ensuring strong execution against SLA, quality, productivity, and risk objectives while building a scalable operating model through cross-skilling, automation, technology enablement, and talent development. The three verticals already have strong opportunities for cross-training because their skill requirements are broadly similar while their volume peaks occur at different times, making workforce flexibility an important part of the role. Key Responsibilities Multi-Vertical Operational Leadership Own end-to-end delivery across GRCTS, Investment Operations, and Document Services, ensuring achievement of SLA, quality, productivity, backlog, and customer commitments. Establish consistent operating rhythms, dashboards, performance reviews, capacity management, and governance across the portfolio. Anticipate seasonal and demand fluctuations and dynamically move capacity across teams through cross-training and workforce planning. Maintain operational readiness and business continuity across high-volume and time-sensitive workflows. The portfolio currently manages meaningful seasonal and operational complexity. For example, GRCTS processed 35.5K transactions with 100% SLA and zero backlog in September, while Investment Operations processed 3,596 requests and Document Services maintained 100% on-time delivery and zero backlog Risk, Quality & Controls Establish and maintain a strong risk and control environment across all three verticals. Drive preventive quality management, root-cause analysis, calibration, quality assurance and first-time-right performance. Partner with Compliance, Risk, Quality and US business teams to ensure regulatory and operational requirements are consistently met. Ensure audit readiness and timely closure of identified control gaps. Strengthen governance through standardized quality frameworks and appropriate QC/QA mechanisms. This aligns with existing initiatives including GRCTS QA governance, Document Services QC and quality-framework implementation, and Investment Operations communication controls Workforce & Capacity Management Develop capacity and staffing strategies aligned to volume forecasts, seasonality, complexity and productivity expectations. Create a flexible workforce model through structured cross-training across the three verticals. Optimize utilization, minimize idle capacity and proactively manage peak-volume requirements. Establish succession plans and leadership pipelines for critical roles. Cross-skilling is already a major portfolio strategy, including GRCTS cross-training across Plan Design, IDE, Allocation and Compliance Testing activities Transformation, Automation & Operational Excellence Build and own a multi-year transformation roadmap across the portfolio. Identify automation, AI and workflow opportunities that reduce manual effort, improve turnaround time and strengthen controls. Partner with Technology and business stakeholders to prioritize and deliver automation opportunities. Drive Lean/process-improvement initiatives focused on simplification, standardization, productivity and customer experience. Establish measurable benefits realization for transformation initiatives. Current portfolio examples provide strong anchors for this accountability, including automation enablement within GRCTS and Investment Operations' variance-review automation, which reduced manual effort by approximately 10–15 minutes per case. Performance & Data-Driven Management Establish clear productivity, efficiency, quality and service benchmarks across all processes. Develop dashboards and management information that provide early visibility into performance and operational risk. Use data to identify trends, capacity constraints, quality deterioration and improvement opportunities. Drive structured corrective actions where performance falls below expectations. Investment Operations has already been progressing efficiency and quality baselining and time-and-motion measurement. Stakeholder & Business Partnership Act as the senior India operations partner for US/home-office stakeholders across the portfolio. Build trusted relationships through transparent communication, effective governance and proactive issue management. Translate business strategy and customer expectations into executable operational plans. Lead escalations and ensure appropriate communication, root-cause assessment and sustainable corrective actions. Partner across Technology, Risk, Compliance, L&D, Quality and other RIS functions. People & Leadership Development Lead and develop Managers, Associate Managers and frontline leaders across the portfolio. Build succession depth for critical leadership and specialist roles. Establish clear accountability, coaching and performance-management disciplines. Develop domain expertise through structured learning, certifications, cross-skilling and role-based development. Build an inclusive, collaborative and high-accountability culture. Typically 15+ years of operations experience, with 5+ years in a middle management role. Significant experience managing multi location and multi vertical operational functions, preferably within Retirement Services, Financial Services, Banking, Asset Management, Investment Operations, Recordkeeping or similar regulated operations. Demonstrated experience managing managers and sizable operational teams. Strong exposure to US stakeholders and global delivery models preferred. Graduate/Post Graduation is preferred
