Head - L&A Operations
Location: Hyderabad
• Experience: Senior Level
• Openings: 2
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.