Senior General Manager - Operations

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Key Responsibilities

Strategic Leadership

Develop and implement operational strategies aligned with organizational goals.

Drive continuous improvement initiatives to enhance productivity and efficiency.

Provide vision and direction for long-term operational planning.

Operational Management

Oversee daily operations across multiple business units or facilities.

Carries expertise in managing Contact centre operations (Sales & Service- GI Operations)

Ensure adherence to quality, safety, and compliance standards.

Monitor KPIs and operational metrics to achieve performance targets.

Financial Oversight

Manage budgets, cost controls, and resource allocation.

Drive profitability through operational efficiency and waste reduction.

Collaborate with finance teams to forecast and optimize expenditures.

Team Leadership

Lead, mentor, and develop senior managers and operational staff.

Foster a culture of accountability, innovation, and collaboration.

Build succession plans and strengthen leadership pipelines.

Stakeholder Engagement

Act as a key liaison between operations and executive leadership.

Maintain strong relationships with vendors, partners, and regulatory bodies.

Represent operations in board meetings and strategic discussions.

Qualifications & Experience

Bachelor’s degree15+ years of progressive experience in operations management, with at least 5 years in a senior leadership role.

Proven track record of managing large-scale operations and delivering measurable results.

Strong financial acumen and experience in budget management.

Excellent leadership, communication, and decision-making skills.

Knowledge of industry regulations, compliance standards, and best practices.

Competencies

Strategic thinking and problem-solving

Operational excellence and process optimization

Strong interpersonal and negotiation skills

Ability to manage complexity and drive change

High adaptability and resilience under pressure

Reporting Structure

Reports to: Corporate SVP Operations

Direct Reports: General Managers, Senior Managers, and functional heads