Role Overview
We are seeking a senior BFSI Operations Leader with strong expertise in Life, Annuities & Retirement (L&A) operations to own end-to-end delivery, P&L, client relationships, and transformation initiatives across large-scale middle-/back-office and contact center operations.
Key Responsibilities
- Own P&L, revenue growth, margins, cost optimization, and operational performance for large-scale L&A operations.
- Lead multi-site delivery and large teams, ensuring SLA/KPI, quality, productivity, TAT, CSAT, and business continuity.
- Serve as executive client sponsor, managing governance, QBRs, risk, compliance, and strategic account growth.
- Drive digital transformation and process optimization using Lean Six Sigma, RPA, IDP, and GenAI.
- Lead RFI/RFP, solutioning, pricing, operating model design, transitions, and stabilization of new business.
- Build strong leadership pipelines through succession planning, talent development, retention, and performance management.
- Ensure adherence to regulatory, quality, risk, and information security standards.
Must-Have
- 15+ years of experience in large-scale BFSI/Life Insurance operations.
- Strong domain expertise across Life, Annuities & Retirement middle-/back-office and contact center operations.
- Proven P&L and margin management experience.
- Experience managing large, multi-site teams and complex client operations.
- Strong CXO-level client management, governance, transformation, and new business solutioning experience.