Senior Group Manager - Operations

Senior Group Manager - Operations

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Role SummaryThe Senior Group Manager – Operations is responsible for leading and managing end-to-end operational delivery for Life & Pensions processes. This role ensures service excellence, compliance, operational efficiency, and client satisfaction while driving continuous improvement, transformation, and team development.Key Responsibilities1. Operations ManagementOversee end-to-end Life & Pensions operations (Policy Administration, New Business, Claims, Servicing, Annuities, etc.)Ensure SLAs, KPIs, and contractual obligations are consistently met or exceededMonitor productivity, quality, and turnaround times (TATs)Drive operational efficiency and cost optimization initiatives2. Client & Stakeholder ManagementAct as a primary contact for client stakeholdersConduct regular governance calls and business reviewsManage escalations and ensure timely resolutionIdentify opportunities for business expansion and value-add services3. Process Excellence & TransformationDrive Lean, Six Sigma, and automation initiatives (RPA, AI, digital tools)Identify process gaps and implement continuous improvement strategiesLead transitions and migrations of new processes/projectsEnsure standardization and adoption of best practices4. Risk, Compliance & ControlsEnsure adherence to regulatory and compliance standards (e.g., GDPR, insurance regulations)Manage operational risk, audit requirements, and internal controlsMaintain data security, confidentiality, and business continuity plans5. Team Leadership & People ManagementLead large teams (team managers, SMEs, analysts)Build strong leadership pipeline and succession planningDrive employee engagement, performance management, and retentionProvide coaching, mentoring, and development opportunities6. Performance & ReportingAnalyze MIS reports, dashboards, and KPIs for decision-makingPresent insights and operational updates to senior leadership and clientsForecast workload, capacity planning, and resource allocation7. Financial ManagementManage budgets, cost targets, and profitability of operationsOptimize resource utilization and reduce operational costsSupport pricing, business cases, and financial planningKey RequirementsExperience10–15+ years in Insurance/BFSI operations, with strong exposure to Life & PensionsExperience in managing large-scale operations and global clientsProven track record in transformation and process improvementEducationBachelor’s degree (mandatory)MBA or relevant postgraduate qualification preferredCertifications (Lean Six Sigma Black Belt, PMP) are a plusKey Skills & CompetenciesStrong domain knowledge in Life & Pensions processesLeadership and people management skillsClient relationship managementAnalytical and problem-solving abilitiesChange management and transformation expertiseExcellent communication and stakeholder management skillsKnowledge of digital/automation tools (RPA, AI, workflow systems)Key Performance Indicators (KPIs)SLA and KPI adherenceCustomer satisfaction (CSAT/NPS)Operational efficiency (cost, productivity)Quality and error ratesEmployee engagement and attritionTransformation/automation benefits deliveredReporting StructureReports to VP – OperationsDirect reports: Group Managers / Team Leads / SMEs

Qualifications

Graduate

Experience Level

Senior Level