General Manager - Operations

Company Overview

WNS, part of Capgemini, is a leader empowered by Agentic AI, delivering intelligent operational solutions and driving transformation. Serving over 700 clients across ten different industry verticals—including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality—WNS combines deep sector knowledge with AI-enabled platforms and analytics to help organizations innovate, scale effectively, adjust swiftly, and maintain resilience amid rapid change. The company operates globally with three headquarters on four continents, 65 delivery centers across 13 nations, and employs more than 66,000 professionals.

Role Summary

This position demands a seasoned professional with 15 to 20+ years of experience in BFSI/Insurance operations, particularly with specialized knowledge in Life and Pensions. The General Manager will oversee large-scale global operations, managing multiple client portfolios while driving profitability, transformation initiatives, and sustainable business expansion.

Key Responsibilities and Competencies

• Demonstrate strong strategic insight and business judgment to guide organizational objectives.
• Lead with authoritative executive presence and inspire leadership among teams.
• Develop and maintain robust client relationships, leveraging influence to foster business growth.
• Assume full ownership of financial outcomes including revenue and profit and loss management.
• Champion transformation and change management projects to elevate operational performance.
• Apply specialized knowledge in Life & Pensions to optimize domain-specific processes.
• Make decisive, informed decisions and solve complex problems efficiently.
• Embrace digital tools, automation, and analytics to drive innovation and efficiency.

Performance Metrics

• Achieve targets related to revenue growth and profitability.
• Ensure stringent SLA and KPI adherence across all managed accounts.
• Maintain high client satisfaction and retention rates (customer satisfaction scores and net promoter scores).
• Improve operational efficiency and implement cost reduction strategies.
• Deliver tangible outcomes through transformation efforts such as increased automation and productivity improvements.
• Foster a positive employee environment that promotes engagement and retention.
• Uphold compliance with risk management and regulatory standards.

Reporting Structure

• Senior General Manager is the reporting authority.
• The role includes supervising Senior Group Managers and Group Managers directly.

Educational Qualifications and Certifications

• Mandatory: Bachelor's degree qualification.
• Preferred qualifications: MBA or postgraduate degree specializing in Business, Finance, or Operations.
• Additional certifications such as Lean Six Sigma Black Belt, PMP, or credentials in Digital/AI domains are advantageous.