General 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

Key RequirementsExperience

• 15–20+ years in BFSI/Insurance operations, with deep expertise in Life & Pensions

• Extensive experience in managing large global operations and multiple clients

• Proven track record in P&L management, transformation, and business growthEducation

• Bachelor’s degree (mandatory)

• MBA / Postgraduate in Business, Finance, or Operations preferred

• Certifications (Lean Six Sigma Black Belt, PMP, Digital/AI certifications) are a plus

Key Skills & Competencies

• Strategic thinking and business acumen

• Strong leadership and executive presence

• Client relationship and influencing skills

• Financial and commercial acumen (P&L ownership)

• Transformation and change leadership

• Deep domain expertise in Life & Pensions

• Strong decision-making and problem-solving capabilities

• Digital, automation, and analytics orientation Key Performance Indicators (KPIs)

• Revenue growth and profitability (P&L metrics)

• SLA/KPI delivery across accounts

• Client satisfaction and retention (CSAT / NPS)

• Operational efficiency and cost savings

• Transformation impact (automation, productivity gains)

• Employee engagement and retention

• Risk and compliance adherence

Reporting Structure

• Reports to: Senior General Manager• Direct Reports: Senior Group Managers / Group Managers

Qualifications

graduate