Head - L&A Operations - GO/JC/2232/2026

Job Description

Roles & Responsibilities

Own end-to-end delivery and P&L for large-scale Life, Annuities, and Retirement middle-/back-office and contact center operations, ensuring revenue growth, margin improvement, and operational excellence.

Lead multi-site operations at scale, managing service delivery, workforce planning, SLA/KPI adherence (quality, TAT, productivity, CSAT), and ensuring business continuity and resilience.

Act as executive sponsor for clients, driving governance, QBRs, contract compliance, risk management, and fostering long-term strategic partnerships and account expansion.

Drive transformation and digital adoption, leveraging Lean Six Sigma, RPA, IDP, and GenAI to improve straight-through processing, reduce cycle time, enhance quality, and optimize cost-to-serve.

Lead new business solutioning and transitions, including RFI/RFP responses, operating model design, pricing, transition planning, and stabilization to steady-state operations.

Build and develop leadership capability, strengthening succession planning, talent retention, performance management, and compliance with regulatory, quality, and information security standards.

Must-Have Skills

Large-scale BFSI operations leadership (Life, Annuities, Retirement).

P&L ownership with margin and cost optimization accountability.

Multi-site delivery management with large team spans.

Deep domain expertise in L&A middle-/back-office and contact center operations.

Client-facing executive leadership and governance management.

Skills Required

RoleHead - L&A Operations

Industry TypeITES/BPO/KPO

Functional AreaITES/BPO/Customer Service

Required Education Bachelor Degree

Employment TypeFull Time, Permanent

Key Skills

• ANNUITIES & RETIREMENT SERVICES
• FLEXI CAPTURE APPLICATION
• LIFE INSURANCE OPERATIONS
• POLICY ADMINISTRATION & CLAIMS
  
  

Other Information

Job CodeGO/JC/2232/2026

Recruiter NameMaheshwari Balasubramanian