General Manager - Operations

Job Description

Job Description

Key Responsibilities

1. 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

2. 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

3. Client & Executive Stakeholder ManagementAct as executive sponsor for key client accountsBuild and maintain C-level relationships with clientsLead strategic governance (QBRs, MBRs, executive reviews)Manage escalations and drive long-term client satisfaction and retention

4. Transformation & InnovationLead digital transformation initiatives (Automation, AI/ML, Analytics, GenAI)Champion Lean, Six Sigma, and continuous improvement programsIdentify and implement innovative solutions to enhance efficiency and customer experienceDrive large-scale transitions, migrations, and change programs

5. Financial & Commercial ManagementOwn budget planning, cost control, and margin improvementOptimize revenue, pricing, and cost structuresEnsure financial targets (revenue, profitability, cost savings) are achievedDrive productivity and utilization improvements across teams

6. Risk, Compliance & GovernanceEnsure adherence to regulatory frameworks and compliance standards (insurance regulations, data privacy laws)Oversee audit readiness, risk management, and control frameworksEnsure data security, business continuity, and operational resilience

7. Talent & Organizational LeadershipLead multi-layered teams (Sr. Managers, Managers, SMEs, large frontline teams)Build leadership bench strength and succession pipelinesDrive employee engagement, culture, and retention strategiesChampion diversity, inclusion, and organizational development8. 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