Senior Director - Operations

Empower; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Canada Life seeks a Sr Director, Operations for its Global Capabilities Centre in Bangalore. You will lead the Bangalore office, oversee multiple functions, and drive enterprise transformation initiatives in collaboration with Canada-based executives.

You will partner with senior leaders to shape growth, capability expansion, and delivery excellence while strengthening the organisation’s operating model and talent strategy.

Qualifications

• 18+ years of progressive leadership in customer service, operations, shared services, or global capability centres.
• 8+ years in senior leadership overseeing large-scale operations.
• Experience leading organisational transformation and strategic programs.
• Proven ability to influence senior executives across geographies.
• Certifications such as Lean Six Sigma or PMP are assets.

Responsibilities

• Provide strategic leadership for Bangalore office and Directors of operational delivery.
• Partner with enterprise leaders to define growth and capability expansion roadmap.
• Oversee annual planning, workforce planning, and operating model evolution.
• Drive cross-functional transformation initiatives and governance for outcomes.
• Maintain strong stakeholder engagement with Canada Life executives and enabling functions.
• Ensure delivery excellence, risk management, and regulatory compliance across functions.

Skills

Leadership experience

Executive presence

Stakeholder management

Transformation leadership

Global delivery

Education

Bachelor’s degree in Business/Commerce/Engineering

Job description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Job Description –

Sr Director, Operations

Global Capabilities Centre | Canada Life

Position Summary

Join Canada Life as Sr Director, Operations, Global Capabilities Centre in Bangalore and play a pivotal leadership role in shaping the growth, performance, and strategic evolution of our India operations. As the senior-most operations leader in Bangalore, you will oversee a portfolio of operational functions and leaders, drive enterprise transformation initiatives, and strengthen Canada Life’s position as a high-performing global capability centre.

This role reports to the AVP, Central Operations and Transformation and serves as the primary site leader for Canada Life operations in India. You will partner closely with Canada-based executives, business leaders, and enabling functions to drive operational excellence, capability expansion, organisational effectiveness, and delivery of strategic priorities across the enterprise.

Why Join Us?

• Lead a growing Global Capabilities Centre and help shape its long-term strategy and evolution.
• Partner directly with enterprise executives on transformational initiatives and business priorities.
• Build and develop a high-performing leadership team while creating opportunities for future growth and innovation.
• Drive meaningful impact across operations, transformation, digital enablement, and organisational effectiveness.
• Play a key role in strengthening Canada Life’s global operating model and talent strategy.

1. Leadership & Strategic Direction

• Provide strategic leadership for our Bangalore Office and the Directors responsible for operational delivery.
• Partner with enterprise leaders to define and execute Bangalore growth and capability expansion roadmap.
• Establish priorities, governance, and execution plans that align with organisational objectives.
• Drive cross-functional and cross-geography initiatives that enable business transformation and operational excellence.
• Represent India operation in executive leadership forums and contribute strategic insights to enterprise decision-making.
• Lead annual planning activities, workforce planning, and operational strategy development.

2. Operations & Service Delivery Excellence

• Provide oversight and accountability for operational performance across multiple business functions and teams.
• Ensure operational targets are achieved while maintaining a strong focus on customer outcomes, quality, risk management, and regulatory compliance.
• Drive continuous improvement initiatives that enhance efficiency, scalability, and service excellence.
• Establish performance management disciplines, operating metrics, and governance mechanisms to support outcomes.
• Identify operational risks and partner with stakeholders to develop mitigation and contingency plans.

3. Transformation, Growth & Capability Expansion

• Lead strategic initiatives that support Canada Life’s transformation agenda and long-term operating model evolution.
• Partner with business leaders to identify opportunities for expanding capabilities, launching new functions, and increasing organisational value delivered from Bangalore.
• Oversee transition planning, mobilisation, and stabilisation activities for new capabilities and services.
• Drive implementation of innovative operating practices, automation opportunities, and process optimisation initiatives.
• Ensure benefits realisation and value tracking for strategic investments and transformation programs.

4. Stakeholder Management & Executive Engagement

• Build trusted relationships with senior leaders across Operations, Technology, Finance, Human Resources, Risk, Compliance, and other business functions.
• Act as the primary liaison between Canada-based leadership teams and the Bangalore operation.
• Facilitate alignment on priorities, resource requirements, operating models, and strategic outcomes.
• Support executive governance forums through clear, data-driven reporting and recommendations.
• Lead executive visits, leadership sessions, and stakeholder engagement activities to strengthen strategic partnerships.

5. People Leadership & Organizational Development

• Lead, coach, and develop a team of Directors and senior leaders responsible for operational delivery.
• Build a diverse and inclusive leadership culture focused on accountability, collaboration, and continuous improvement.
• Develop succession plans and leadership development strategies to ensure organisational sustainability and growth.
• Foster employee engagement and strengthen reputation of Bangalore as an employer of choice and centre of excellence.
• Champion Canada Life values and cultivate a culture that encourages innovation, learning, and high performance.

6. Digital, Data & Innovation Enablement

• Partner with business and technology leaders to identify opportunities to leverage automation, analytics, AI, and digital capabilities.
• Support adoption of innovative solutions that drive business outcomes and operational effectiveness.
• Promote a data-driven culture through the use of performance metrics, insights, and decision-support tools.
• Encourage experimentation and innovation while ensuring appropriate governance, control, and risk management.

Qualifications

• Bachelor’s degree in Business, Economics, Arts, Commerce, Engineering, or a related discipline.
• 18+ years of progressive leadership experience in customer service, operations, shared services, global capability centres, or related functions within financial services, insurance, or benefits administration.
• Minimum 8+ years of senior leadership experience leading large-scale operations and multiple levels of leaders.
• Demonstrated experience leading organisational transformation, operational excellence initiatives, and strategic business programs.
• Proven ability to manage complex stakeholder environments and influence senior executives across geographies.
• Strong track record of building and leading high-performing leadership teams.
• Experience working within global organisations and matrix reporting environments.
• Exceptional communication, executive presence, and relationship management skills.
• Strong business acumen with the ability to balance customer, employee, operational, financial, and risk considerations.
• Demonstrated success managing multiple priorities within dynamic and evolving environments.
• Professional certifications (e.g., Lean Six Sigma, PMP, insurance industry credentials) are considered an asset.
• High level of integrity, sound judgement, and commitment to organisational values.

Our Commitment

Canada Life is committed to diversity, inclusion, and employee development. We offer a collaborative environment where your leadership will help shape the future of our Global Capabilities Centre and contribute to enterprise success across Canada Life.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.