Senior Specialist

HCL Technologies Limited is recruiting for a Senior Specialist to join the team onsite in GB. The role supports the Team Leader to ensure timely and accurate delivery of service against agreed SLAs and deadlines, while also helping to meet regulatory and audit requirements. It also involves providing a responsive, customer-focused service to policyholders and IFA's, aiming for a professional and friendly image at all times. This position is well-suited for someone who values structure, clear processes and strong customer service in a financial services setting.

The Senior Specialist works as a key contributor in a team that prioritises accuracy and efficiency. The role revolves around upholding service standards, delivering consistent results, and contributing to the wider SLA goals by handling tasks in a disciplined, compliant way and supporting colleagues to keep the workflow smooth.

A day in the life of policy servicing

You’ll begin by replying to written enquiries from policyholders and IFA's, then move on to processing policy claims, alterations and servicing actions on life and pension policies in the priority order set by the Work Management System, all with an eye on day-to-day service levels.

Checklists play a big part in the work: you’ll make sure relevant cases are fully completed, properly signed by the administrator and the authoriser, and kept on file. You’ll maintain professional written responses to customer requests to preserve good relationships and, where needed, record incoming post in the Work Management System so work can be scheduled for individuals and the team. You’ll also ensure customers are treated fairly and kept informed of any delays in line with procedures and expectations.

Beyond handling routine inquiries, you’ll assist in evolving services for current customers by offering suitable solutions to problems. Participation in departmental and team meetings helps relay information, promote effective communication and suggest process improvements. The role encourages working with colleagues toward more self-managed teams, operating within industry compliance and under the guidance of the Team Leader, with a focus on controls and procedures. Data security is a constant priority to prevent identity theft, and all policy fraud controls must be followed to curb fraudulent transactions. There may be project work as needed, and other duties may be assigned by the Team Leader.

What you’ll need to bring

Must-haves

• Proven experience administering life and/or pensions products.

Nice-to-haves

• Certificate in Financial Administration from the CII, or a willingness to undertake it.
• Experience working in financial services.
• Previous customer service experience.

Practical details you should know

This is a full-time, onsite role based in GB. The posting does not list salary, benefits, travel requirements or work authorization details beyond the onsite, full-time arrangement.

Guidance for applicants

Lead with your background in life and pension product administration, and show how you’ve kept tasks moving while meeting service targets. In your resume, draw a clear line from your work with policyholders and IFA's to the outcomes you achieved in accuracy and timeliness.

Demonstrate your ability to use checklists and maintain complete, signed documentation. Include a concrete example of a file you prepared where every checkbox was marked and the file was ready for audit or review, highlighting how you kept things organized in the Work Management System.

Prepare to discuss how you handle customer inquiries in writing and in tone, and how you keep customers informed about delays. Have a short scenario ready that shows your professional communication and how you protect customer issues with careful follow-up.

If you have the CII certificate or are pursuing it, be ready to talk about how the qualification supports your daily work in financial administration and customer service.