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
Key Responsibilities
- Strategic Leadership & Business Ownership Define and execute the operations strategy aligned with organizational goals Own P&L for the Life & Pensions operations portfolio Drive growth through new business, account expansion, and capability building Partner with sales and senior leadership in business development and solutioning End-to-End Operations Oversight Oversee large-scale Life & Pensions operations (New Business, Policy Administration, Claims, Annuities, Servicing) Ensure SLA/KPI delivery across all processes and geographies Drive standardization, scalability, and operational excellence Implement best-in-class operating models Client & Executive Stakeholder Management
- Act as executive sponsor for key client accounts
- Build and maintain C-level relationships with clients
- Lead strategic governance (QBRs, MBRs, executive reviews)
- Manage escalations and drive long-term client satisfaction and retention Transformation & Innovation
- Lead digital transformation initiatives (Automation, AI/ML, Analytics, Gen
- AI)
- Champion Lean, Six Sigma, and continuous improvement programs
- Identify and implement innovative solutions to enhance efficiency and customer experience
- Drive large-scale transitions, migrations, and change programs Financial & Commercial Management
- Own budget planning, cost control, and margin improvement
- Optimize revenue, pricing, and cost structures
- Ensure financial targets (revenue, profitability, cost savings) are achieved
- Drive productivity and utilization improvements across teams Risk, Compliance & Governance
- Ensure adherence to regulatory frameworks and compliance standards (insurance regulations, data privacy laws)
- Oversee audit readiness, risk management, and control frameworks
- Ensure data security, business continuity, and operational resilience Talent & Organizational Leadership
- Lead multi-layered teams (Sr. Managers, Managers, SMEs, large frontline teams)
- Build leadership bench strength and succession pipelines
- Drive employee engagement, culture, and retention strategies
- Champion diversity, inclusion, and organizational development
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- Performance Management & Reporting Establish and review dashboards, MIS, and operational metrics Provide insights to executive leadership and clients Drive data-driven decision-making and forecasting
Key Requirements
- Experience15–20+ years in BFSI/Insurance operations, with deep expertise in Life & Pensions Extensive experience in managing large global operations and multiple clients Proven track record in P&L management, transformation, and business growth
- Education Bachelor’s degree (mandatory)
- MBA / Postgraduate in Business, Finance, or Operations preferred Certifications (Lean Six Sigma Black Belt, PMP, Digital/AI certifications) are a plus
- Key Skills &
Competencies
- Strategic thinking and business acumen Strong leadership and executive presence Client relationship and influencing skills Financial and commercial acumen (P&L ownership)
- Transformation and change leadership Deep domain expertise in Life & Pensions Strong decision-making and problem-solving capabilities Digital, automation, and analytics orientation Key Performance Indicators (KPIs)
- Revenue growth and profitability (P&L metrics)
- SLA/KPI delivery across accounts Client satisfaction and retention (CSAT / NPS)
- Operational efficiency and cost savings Transformation impact (automation, productivity gains)
- Employee engagement and retention Risk and compliance adherence
- Reporting Structure
- Reports to: Senior General Manager
Qualifications
- Graduate and prior experience in Life and Pensions
