General Manager - Operations

Key RequirementsExperience

• 15–20+ 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 growthEducation
• 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• Direct Reports: Senior Group Managers / Group Managers

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