Job Description
Senior Group Manager – Insurance Policy Administration & Customer Servicing
Reports To: General Manager (VP-equivalent)
Role Level: Senior Group Manager (Director / AVP-equivalent)
The Opportunity
We are looking for a Senior Group Manager to lead a complex, large-scale Insurance Policy Administration & Customer Servicing business across the end-to-end policy lifecycle.
This is a senior business leadership role for an individual who can go beyond managing day-to-day operations and lead the business holistically—connecting operational excellence, financial performance, client outcomes, risk, technology, and people.
The ideal leader understands that sustainable results come from both strong business discipline and strong leadership: delivering on revenue and margin while building capable leaders, trusted relationships, and high-performing teams.
What You Will Own
- Business & Operational Leadership
- Own overall business performance across SLA/KPI delivery, quality, productivity, customer experience, capacity, efficiency, and financial outcomes.
- Translate business and client priorities into clear strategies, operating plans, and measurable results.
- Drive a culture of operational excellence, accountability, consistency, and continuous improvement.
- Lead the operation with a strong balance of customer, client, people, risk, and business priorities.
Financial & Commercial Leadership
- Own and understand the financial health of the operation in partnership with the General Manager and Finance.
- Demonstrate strong understanding of revenue, gross margin, operating costs, productivity, staffing, utilization, capacity, forecasting, and profitability.
- Understand and manage MEI and other business-specific financial and performance indicators. Identify opportunities to improve revenue, protect margins, optimize cost, and strengthen overall business performance.
- Translate operational decisions into financial impact and confidently communicate financial performance, variances, risks, and recovery actions to senior leadership.
Insurance Business Leadership
- Demonstrate strong understanding of Insurance Policy Administration & Customer Servicing and the end-to-end policy lifecycle.
- Experience in Property & Casualty / Property & Liability insurance, policy processing, servicing, renewals, terminations, endorsements, exceptions, or related insurance operations is highly preferred.
- Understand how policy operations influence customer experience, risk, compliance, financial performance, and client outcomes.
Operational Excellence & Transformation
- Drive process optimization, standardization, automation, productivity improvement, and cost efficiency.
- Establish strong governance, performance management, root-cause analysis, and control mechanisms.
- Lead transitions, transformation programs, technology initiatives, and change with a focus on sustainable business impact.
Risk, Controls & Governance
- Maintain a strong operational risk and control environment.
- Proactively identify and mitigate operational, regulatory, financial, and reputational risks.
- Ensure compliance with contractual, regulatory, and organizational requirements.
Client & Stakeholder Leadership
- Build trusted relationships with senior clients and internal stakeholders. Lead executive governance, business reviews, strategic discussions, and escalations with confidence and credibility.
- Influence across functions and organizational levels, particularly where priorities, perspectives, or interests differ.
- Connect operational performance to the client’s broader business and financial objectives.
People Leadership, Coaching & Succession
- Build a strong leadership organization through coaching, mentoring, feedback, talent development, and succession planning.
- Develop future-ready leaders and create a sustainable leadership pipeline.
- Foster a culture of accountability, recognition, collaboration, engagement, and continuous learning.
- Bring leaders and teams together around a common purpose, particularly during periods of change or ambiguity.
Organizational Influence & Networking
- Build meaningful relationships and strong networks across Operations and enabling functions such as HR, Quality, Training, WFM, Finance, Technology, and Transformation.
- Break down silos and create collaboration across teams and functions.
- Act as a connector who can mobilize people, expertise, and resources to solve complex business challenges.
- Build influence through credibility, relationships, business knowledge, and collaboration—not simply positional authority.
What You Bring
- Minimum 5 years of experience in a comparable senior operations leadership role such as Senior Group Manager, Director, AVP, or equivalent.
- Proven experience leading large-scale, complex operations with multiple layers of leadership.
- Strong insurance experience is preferred, particularly Policy Administration, Policy Customer Servicing, Property & Casualty / Property & Liability, or related insurance operations.
- Demonstrated ownership of financial and operational outcomes, including revenue, margin, cost, productivity, and profitability.
- Strong understanding of P&L management, budgeting, forecasting, and financial performance management.
- Proven track record in operational excellence, transformation, and continuous improvement.
- Strong executive presence, stakeholder management, communication, and influencing skills.
- Demonstrated capability in coaching, mentoring, talent development, and succession planning.
- Ability to build strong organizational relationships and networks.
- Strong commercial acumen, analytical thinking, problem-solving, decision-making, and change leadership capability.
Our Leadership Expectation
We believe exceptional business results are built through exceptional leadership.
We are looking for someone who can lead the business and build the community around it—a leader who understands the numbers, the customer, the client, the process, and most importantly, the people behind the results. You will be expected to challenge the status quo, develop leaders, build trust, connect teams, create alignment, and turn strategy into measurable outcomes.
This is more than an operations leadership role.
It is an opportunity to lead a business, shape its culture, grow its leaders, strengthen its client partnerships, and create sustainable performance. If you are a leader who can balance commercial discipline with people leadership—and strategy with execution—we want to hear from you.
Company Description
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.