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Dir Operations

4 weeks ago

Bengaluru, India Empower Full time

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Join Canada Life as Director of Operations, Global Capabilities Centre in Bengaluru and lead a high-impact team driving operational excellence for our India business. As a senior leader, you will shape the future of service delivery, champion transformation, and partner with global leaders to deliver mission-critical operations in a dynamic, growth-focused environment.

This role reports to the AVP, Central Operations and Transformation and serves as the senior operations contact for Canada Life operations delivered from India. You will collaborate closely with Canada stakeholders, enterprise operations leaders, and enabling functions to ensure consistent execution of operations strategies.

Why Join Us?

  • Work alongside global and enterprise leaders, with exposure to strategic initiatives and senior decision-making forums.
  • Build and develop high-performing teams in a culture that values diversity, inclusion, and continuous improvement.
  • Shape operational strategy and drive impact across geographies.

Key Responsibilities

Leadership & Strategic Direction

  • Provide visionary leadership and management of the operations group team.
  • Partner with leaders to develop and execute joint action plans for long-term success.
  • Set strategic direction and align operations to organizational goals.
  • Oversee planning and execution of initiatives with key account executives.
  • Contribute operational and implementation insights into leadership forums.
  • Manage and execute cross-functional and cross-geography initiatives critical to organizational success.

Operational Excellence

  • Recognize, recommend, and implement operational improvements to enhance efficiency and service quality.
  • Drive team prioritization and focus to meet business-critical deliverables.
  • Apply data-driven, process-driven, and creative approaches to problem-solving and opportunity identification.
  • Support idea generation initiatives across the operations support function.

People Leadership & Development

  • Coach, train, and develop managers and team leaders to ensure KPIs and organizational goals are met.
  • Ensure effective hiring, onboarding, training, and retention strategies for team members.
  • Build and maintain a culture of continuous improvement and innovation.
  • Foster a positive workplace culture that engages employees, encourages innovation, and supports high performance.

Qualifications

  • Bachelor's degree in Business, Economics, Arts, or related discipline.
  • 15+ years of experience in customer service, back-office operations, or client-facing roles within the benefits and insurance industry.
  • Minimum 5+ years of proven leadership and people management experience.
  • Professional certifications (e.g., Lean Six Sigma, PMP, insurance industry credentials) are an asset.
  • Strong track record of successfully solving complex and ambiguous problems.
  • Demonstrated ability to manage multiple priorities within global and dynamic environments.
  • Strong interpersonal, communication, and stakeholder management skills.
  • Ability to understand and respond to key business drivers impacting customers.
  • High level of integrity, strong work ethic, and ability to quickly address issues.
  • Strong analytical thinking, attention to detail, and adaptability to rapid change.
  • Experience communicating effectively with senior executives as well as frontline employees.

Our Commitment

Canada Life is committed to diversity, inclusion, and employee development. We offer a collaborative environment where your ideas and leadership will help shape the future of our operations.

Note

This job description is not exhaustive and may evolve. Responsibilities and qualifications may be updated based on business needs. This document does not constitute a contract of employment. Either the employer or the employee may terminate employment at any time, for any reason, consistent with the terms and conditions of the employment contract.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.