General Manager - Operations

Company Overview

WNS, a Capgemini company, is an intelligent operations and transformation partner that uses Agentic AI to support more than 700 clients across 10 industries. Its client base spans Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. The organization combines strong domain knowledge with AI-led platforms and analytics to help businesses innovate, grow, adapt, and stay resilient in a disruptive environment.

Its mission is to create long-term business value through intelligent, human-centered solutions that deliver sustainable results and measurable impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers, and a workforce of more than 66,000 people, WNS brings scale, expertise, and execution together.

Role Summary

The General Manager - Operations will lead Life & Pensions operations with full accountability for performance, growth, client relationships, transformation, financial outcomes, governance, and people leadership.

Key Responsibilities

• Set the operating strategy for the business and ensure it stays aligned with organizational objectives.
• Take ownership of the P&L for the Life & Pensions portfolio.
• Support revenue growth through new business opportunities, account expansion, and capability development.
• Work with sales and senior leadership on business development and solution design.
• Manage large-scale Life & Pensions processes such as new business, policy administration, claims, annuities, and servicing.
• Ensure delivery of SLA and KPI commitments across processes and locations.
• Build standardized, scalable, and efficient operating models.
• Serve as executive sponsor for important client accounts and maintain C-level relationships.
• Lead governance forums such as QBRs, MBRs, and executive review meetings.
• Handle escalations and strengthen long-term client satisfaction and retention.
• Drive digital transformation initiatives including automation, AI/ML, analytics, and GenAI.
• Promote Lean, Six Sigma, and continuous improvement practices.
• Introduce innovative solutions to improve productivity and customer experience.
• Lead major transition, migration, and change programs.
• Manage budgeting, expense control, margin improvement, pricing, and revenue optimization.
• Ensure financial goals related to profitability, cost savings, utilization, and productivity are met.
• Maintain compliance with regulatory requirements, insurance standards, and data privacy obligations.
• Oversee audit preparedness, risk controls, business continuity, and operational resilience.
• Lead large multi-level teams and develop future leadership capability.
• Build succession plans, strengthen leadership bench depth, and support employee engagement and retention.
• Encourage an inclusive culture and support organizational development.
• Track performance through dashboards, MIS, metrics, and forecasting.
• Provide actionable insights to leadership and clients for informed decision-making.

Requirements

• 15–20+ years of experience in BFSI or insurance operations, with strong specialization in Life & Pensions.
• Extensive background in managing large global operations and multiple client relationships.
• Demonstrated success in P&L ownership, transformation, and business expansion.
• Bachelor’s degree is required.
• MBA or postgraduate qualification in Business, Finance, or Operations is preferred.
• Certifications such as Lean Six Sigma Black Belt, PMP, or digital/AI credentials are an added advantage.
• Strong strategic thinking, commercial awareness, and executive presence.
• Excellent client management, influencing, and stakeholder-handling skills.
• Solid problem-solving and decision-making ability.
• Comfort working with digital tools, automation, and analytics-led operations.

Performance Measures

• Revenue growth and profitability outcomes.
• SLA and KPI performance across accounts.
• Client satisfaction and retention levels.
• Operational efficiency and cost reduction.
• Impact of transformation initiatives such as automation and productivity gains.
• Employee engagement and retention.
• Compliance and risk adherence.

Reporting Structure

This position reports to the Senior General Manager.

Qualifications

A graduate candidate with prior Life & Pensions experience is expected.