Senior Group Manager - Operations

About the Company

WNS, a part of Capgemini, is a leading agentic AI-enabled enterprise specializing in intelligent operations and transformational services. Serving over 700 clients across ten varied industries such as Banking & Financial Services, Healthcare, Insurance, Shipping & Logistics, and Travel & Hospitality, WNS blends deep domain expertise with advanced AI-powered platforms and analytics. The firm supports businesses to innovate, scale, and build resilience in rapidly changing environments through intelligent, human-centered solutions. With operations spanning 13 countries, 65 delivery centers, and a workforce exceeding 66,000 employees, WNS leverages its scale, domain knowledge, and execution proficiency to create measurable and meaningful business impact.

Role Overview

The Senior Group Manager – Operations will be accountable for overseeing and managing the comprehensive operational delivery associated with Life & Pensions processes. The role demands ensuring superior service standards, maintaining compliance, promoting operational efficiency, and maximizing client satisfaction, all while fostering continuous improvement, transformational initiatives, and developing team capabilities.

Primary Responsibilities

• Supervise end-to-end Life & Pensions operations including Policy Administration, New Business, Claims, Servicing, Annuities, among others.
• Ensure strict adherence to service level agreements (SLAs), key performance indicators (KPIs), and contractual commitments.
• Track and enhance productivity, quality, and turnaround time metrics.
• Implement initiatives aimed at operational efficiency and cost reduction.
• Serve as the primary liaison for client stakeholders, conducting regular governance meetings and periodic business reviews.
• Handle escalations promptly and effectively to maintain client satisfaction.
• Identify and pursue opportunities for expanding business and adding value through enhanced services.
• Lead Lean, Six Sigma, and automation projects including robotic process automation (RPA), artificial intelligence (AI), and other digital tools.
• Identify process inefficiencies, spearhead continuous improvement efforts, and guide standardization of best practices.
• Manage regulatory compliance and operational risk, including GDPR adherence, audit requirements, and internal controls.
• Maintain data confidentiality, security, and ensure business continuity strategies are in place.
• Lead and develop large teams comprising managers, subject matter experts, and analysts.
• Cultivate leadership talent and succession plans; encourage employee engagement and retainment through coaching and performance management.
• Utilize management information systems (MIS), dashboards, and KPIs to drive informed decisions and report progress to senior leadership and clients.
• Forecast resource needs, plan capacity, and allocate resources efficiently.
• Oversee financial aspects such as budgeting, cost containment, and operational profitability, supporting pricing and financial planning activities.

Essential Qualifications & Experience

• A minimum of 10 to 15 years' experience in Insurance or BFSI operations, with significant exposure to Life & Pensions.
• Experience managing extensive operations for global clients and proven expertise in transformation and process enhancement.
• Bachelor’s degree is mandatory; possession of an MBA or similar advanced qualifications is preferred.
• Certifications like Lean Six Sigma Black Belt or PMP are advantageous.

Key Competencies & Skills

• Strong expertise in Life & Pensions domain operations.
• Effective leadership and people management skills.
• Capacity to manage key client relationships effectively.
• Advanced analytical thinking and problem-solving capabilities.
• Proficiency in change management and leading transformation efforts.
• Excellent communication skills suitable for stakeholder management.
• Familiarity with digital automation tools such as RPA, AI, and workflow management systems.

Performance Indicators

• Adherence to SLAs and KPIs.
• High customer satisfaction (CSAT/NPS).
• Operational efficiency focusing on cost and productivity.
• Quality maintenance with minimal error rates.
• Employee engagement and retention metrics.
• Successful delivery of transformation and automation benefits.

Reporting Lines

This position reports directly to the Vice President of Operations, and manages Group Managers, Team Leads, and Subject Matter Experts.

Educational Qualification

Graduation is a minimum requirement.