General Manager - Operations

Job Description 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