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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