Senior Group Manager - Ops - REF112907X_2026287641 - Insurance

WNS Global Services; Visakhapatnam; On-site; INR 3,000,000 - 7,000,000; Full time

Job summary

WNS, part of Capgemini, is seeking an experienced operations leader to drive end-to-end delivery for client accounts, overseeing 300–800+ FTEs and ensuring SLA, quality, and financial targets are met. The role demands strong governance, stakeholder management, and continuous improvement focus.

You will lead multiple processes, manage budgets, and champion Lean Six Sigma and automation initiatives across the organization.

Qualifications

• Graduate
• Experience leading teams of 300–800+ FTEs
• Proven ability to manage P&L and budgets

Responsibilities

• Own delivery for multiple processes or business units and ensure SLAs, quality, productivity, and profitability.
• Lead client and stakeholder reviews, manage escalations, and build long-term relationships.
• Direct Operations Managers and Group Managers; manage 300–800+ FTEs; drive succession planning and coaching.
• Own operational budgets and profitability; drive margins via automation and optimization.
• Lead Lean Six Sigma and transformation initiatives; promote innovation and RCA.

Skills

Client Relationship Management

Operations Excellence

P&L Management

Stakeholder Management

Workforce Planning

Data Analytics

Process Improvement

Risk & Compliance

Executive Communication

Change Management

Education

Graduate

Tools

Power BI

Excel

Job description

• Full-time

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

Role:

Lead end-to-end operations for one or more client accounts, ensuring delivery against SLAs, quality, productivity, financial targets, and transformation initiatives while developing future leaders.

Key Responsibilities

• 1. Operations Leadership
  • Own delivery for multiple processes or business units.
  • Drive SLA, KPI, Quality, Productivity, AHT, and Customer Satisfaction performance.
  • Lead governance reviews and performance reporting.
  • Ensure compliance with client and regulatory requirements.
• 2. Client & Stakeholder Management
  • Act as the senior point of contact for client leadership.
  • Conduct weekly, monthly, and quarterly business reviews.
  • Manage escalations and build long-term client relationships.
  • Identify opportunities for account growth and expansion.
• 3. People Leadership
  • Lead Operations Managers and Group Managers.
  • Manage teams of approximately 300–800+ FTEs, depending on the account.
  • Drive succession planning, employee engagement, and leadership development.
  • Conduct performance reviews and coaching for direct reports.
• 4. Business & Financial Management
  • Own operational budgets and profitability.
  • Improve margins through automation and process optimization.
  • Forecast staffing requirements and manage capacity planning.
  • Monitor attrition, hiring, and utilization.
• 5. Continuous Improvement
  • Lead Lean Six Sigma and transformation initiatives.
  • Drive automation and digital solutions.
  • Implement Root Cause Analysis (RCA) and corrective actions.
  • Promote innovation across operations.

Key Skills

• Client Relationship Management
• Operations Excellence
• P&L Management
• Stakeholder Management
• Workforce Planning
• Data Analytics (Excel, Power BI)
• Process Improvement
• Risk & Compliance
• Executive Communication
• Change Management

Typical KPIs Owned

• Service Level (SLA)
• Quality Score
• Customer Satisfaction (CSAT/NPS)
• Productivity
• Attrition
• Absenteeism
• Revenue & Margin
• Employee Engagement

Qualifications

Graduate

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