Senior Process Manager
Confirmed on the employer's own hiring board on Oct 23, 2026. First seen by Alion on Oct 23, 2026.
Job Summary
The Assistant Manager will act as the primary owner of process execution across key pension operations, managing Senior Team Leads and Team Leads while ensuring delivery across Cash, New Business, Claims, Renewals, and Servicing. The role bridges frontline execution and managerial oversight with strong focus on control, productivity, and governance.
Key Responsibilities
Operational Skills
- Experience managing multiple process streams in a transactional environment
- Strong control mindset (accuracy, risk, audit readiness)
- Ability to manage workload distribution and SLA performance
Leadership Skills
- Experience managing Team Leads / Senior Team Leads
- Strong coaching, performance management, and escalation handling
- Problem-solving and decision-making ability
1. Manage Performance And Service Level Agreements (Slas) To Ensure High Customer Satisfaction From Both Internal And External Clients.
2. Plan And Coordinate Staffing Activities For Respective Processes In Accordance With Documented Policies And Procedures.
3. Effectively Manage Client Relationships To Maintain And Grow Existing Business, Ensuring Revenue Generation.
4. Manage The Budget And Schedule For Assigned Projects.
5. Coordinate Interrelated Operational Tasks Required To Support Proposed Solutions.
Skill Requirements
Required Skills & Qualifications
Domain Knowledge
- Strong working knowledge of:
- Corporate pensions (DC, PRSA, Group schemes)
- Contributions processing and fund allocation
- Claims and benefits servicing
- New Business onboarding and renewals
- Migrations and scheme servicing
Other Requirements
Process Ownership & Delivery Management
- Own day-to-day delivery across process towers:
- Cash & Contributions (AVC, DC processing)
- New Business (PRSA, DC, Scheme setup)
- Claims (retirement, death, withdrawals)
- Renewals (Group Risk and pensions)
- Member servicing and scheme administration
- Migrations and scheme transitions
- Ensure SLA adherence across volumes, turnaround times, and accuracy.
- Prioritize workload across teams and manage dependencies between processes.
Operational Control & Governance
- Monitor and control:
- Work queues, ageing, and backlog
- Productivity and utilization
- Process accuracy and error trends
- Drive structured RCA and corrective action plans for recurring issues (cash breaks, claims delays, onboarding errors).
- Ensure compliance with SOPs, regulatory requirements, and audit standards.
People Leadership
- Manage Senior Team Leads / Team Leads and their teams.
- Drive performance through:
- Target setting and daily tracking
- Coaching and performance management
- Cross-skilling across process areas
- Support capability building in pensions domain and process knowledge.
Client & Reporting
- Prepare and review:
- Daily / weekly performance reports
- SLA dashboards, ageing and backlog reports
- Highlight risks, issues, and dependencies to Manager proactively.
- Support governance calls with data-backed insights.
Quality, Compliance & Risk Management
- Ensure accuracy in:
- Contributions posting and fund allocation
- Claims calculation and payouts
- Scheme onboarding and documentation
- Drive quality improvements through audits, sampling, and feedback loops.
- Ensure adherence to Irish pensions compliance and trustee requirements.
Process Improvement & Efficiency
- Identify improvement opportunities across:
- Cash processing turnaround
- Claims cycle time
- New Business onboarding efficiency
Drive implementation of process improvements and support automation initiatives.