Senior Group Manager - Operations in Life & Pensions

Wns Global Services Private Limited; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

WNS Global Services Private Limited in India seeks a Senior Group Manager - Operations for Life & Pensions. Lead end-to-end operations, ensure service excellence, and drive transformation while managing large teams and global client relationships.

The role emphasizes process excellence, regulatory compliance, and cost optimization within a BFSI context, with a focus on Lean, Six Sigma, and automation initiatives.

Qualifications

• 10–15 years of Insurance/BFSI operations experience, Life & Pensions exposure.
• Bachelor's degree required; MBA preferred.
• Lean Six Sigma Black Belt or PMP certifications are a plus.

Responsibilities

• Oversee end-to-end Life & Pensions operations (Policy Administration, New Business, Claims, Servicing, Annuities).
• Ensure SLAs, KPIs and contractual obligations are met; monitor productivity and TATs.

Skills

Leadership

Client relationship

Analytical

Change management

Communication

Automation tools

Education

Bachelor's degree

MBA

Tools

RPA

AI

Workflow systems

Job description

Senior Group 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.

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 Responsibilities

1. 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 initiatives

2. 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 services

3. 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 practices

4. 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 plans

5. 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 opportunities

6. 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 allocation

7. 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

Experience1015+ years in Insurance/BFSI operations, with strong exposure to Life & PensionsExperience in managing large-scale operations and global clientsProven track record in transformation and process improvement

Education

Bachelors degree (mandatory)MBA or relevant postgraduate qualification preferred

Certifications

Certifications (Lean Six Sigma Black Belt, PMP) are a plus

Key Skills & Competencies

Strong domain knowledge in Life & Pensions processesLeadership and people management skillsClient relationship managementAnalytical and problem-solving abilitiesChange management and transformation expertiseExcellent communication and stakeholder management skillsKnowledge of digital/automation tools (RPA, AI, workflow systems)

Key Performance Indicators (KPIs)

SLA and KPI adherenceCustomer satisfaction (CSAT/NPS)Operational efficiency (cost, productivity)Quality and error ratesEmployee engagement and attritionTransformation/automation benefits deliveredReporting StructureReports to VP OperationsDirect reports: Group Managers / Team Leads / SMEs Qualifications Graduate Experience Level Senior LevelIt is a Full Time Accountant job for candidates with 6+ years of experience.More about this Senior Group Manager - Operations in Life & Pensions jobPlease go through the FAQs to get all answers related to the given Senior Group Manager - Operations in Life & Pensions jobWho is eligible to apply for this Senior Group Manager - Operations in Life & Pensions job at Wns Global Services Private Limited Ans : Candidates should have All Education levels for this Senior Group Manager - Operations in Life & Pensions job offered by Wns Global Services Private Limited.How much can you earn in this position Ans : Salary details will be shared during the hiring process.What shift and timings does this job follow Ans : This Senior Group Manager - Operations in Life & Pensions .