Job 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.
Role Summary. The 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 Management. Oversee end-to-end Life & Pensions operations (Policy Administration, New Business, Claims, Servicing, Annuities, etc.) Ensure SLAs, KPIs, and contractual obligations are consistently met or exceeded. Monitor productivity, quality, and turnaround times (TATs). Drive operational efficiency and cost optimization initiatives2.
Client & Stakeholder Management. Act as a primary contact for client stakeholders. Conduct regular governance calls and business reviews. Manage escalations and ensure timely resolution. Identify opportunities for business expansion and value-add services3. Process Excellence & Transformation. Drive Lean, Six Sigma, and automation initiatives (RPA, AI, digital tools).
Identify process gaps and implement continuous improvement strategies. Lead transitions and migrations of new processes/projects. Ensure standardization and adoption of best practices4. Risk, Compliance & Controls. Ensure adherence to regulatory and compliance standards (e.g., GDPR, insurance regulations). Manage operational risk, audit requirements, and internal controls.
Maintain data security, confidentiality, and business continuity plans5. Team Leadership & People Management. Lead large teams (team managers, SMEs, analysts). Build strong leadership pipeline and succession planning. Drive employee engagement, performance management, and retention. Provide coaching, mentoring, and development opportunities6.
Performance & Reporting. Analyze MIS reports, dashboards, and KPIs for decision-making. Present insights and operational updates to senior leadership and clients. Forecast workload, capacity planning, and resource allocation7. Financial Management. Manage budgets, cost targets, and profitability of operations. Optimize resource utilization and reduce operational costs.
Support pricing, business cases, and financial planning. Key Requirements. Experience10–15+ years in Insurance/BFSI operations, with strong exposure to Life & Pensions. Experience in managing large-scale operations and global clients. Proven track record in transformation and process improvement. Education. Bachelor’s degree (mandatory)MBA or relevant postgraduate qualification preferred.
Certifications (Lean Six Sigma Black Belt, PMP) are a plus. Key Skills & Competencies. Strong domain knowledge in Life & Pensions processes. Leadership and people management skills. Client relationship management. Analytical and problem-solving abilities. Change management and transformation expertise. Excellent communication and stakeholder management skills.
Knowledge of digital/automation tools (RPA, AI, workflow systems). Key Performance Indicators (KPIs)SLA and KPI adherence. Customer satisfaction (CSAT/NPS). Operational efficiency (cost, productivity). Quality and error rates. Employee engagement and attrition. Transformation/automation benefits delivered. Reporting Structure.
Reports to VP – Operations. Direct reports: Group Managers / Team Leads / SMEs Graduate