Senior General Manager - Operations

Responsibilities

• Develop and implement operational strategies aligned with organizational goals and long-term planning.
• Oversee daily operations across multiple business units, with a specific focus on Contact Center operations (Sales & Service- GI Operations).
• Drive continuous improvement initiatives to enhance productivity, efficiency, and process optimization.
• Manage budgets, cost controls, and resource allocation to drive profitability and reduce waste.
• Lead, mentor, and develop senior managers and operational staff while building strong leadership pipelines.
• Monitor KPIs and operational metrics to ensure adherence to quality, safety, and compliance standards.
• Act as a key liaison between operations and executive leadership, representing the department in strategic discussions.

Requirements

• Bachelor's degree in a relevant field.
• 15+ years of progressive experience in operations management.
• At least 5 years of experience in a senior leadership role.
• Proven expertise in managing large-scale Contact Center operations.
• Strong financial acumen with significant experience in budget management and forecasting.
• Excellent leadership, communication, and decision-making skills.
• Ability to manage complexity and drive change in a high-pressure environment.

About the Company

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation. We serve more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. By combining deep domain excellence with AI-powered platforms and analytics, WNS helps businesses innovate, scale, and build resilience in a rapidly changing world.