Senior Operations Manager (Insurance) - QC

WNS Assistance; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

WNS Assistance in Manila/Quezon City is seeking a Sr. Operations Manager to drive delivery excellence in US Life & Annuity insurance operations. You will lead a multi-functional team, manage capacity, and build strong partner relationships to achieve business targets.

The role requires 3+ years in a senior operations role, insurance sales experience, and strong analytical and reporting skills. Willingness to work at the Quezon City site is essential.

Qualifications

• Minimum academic qualification: Any Graduate.
• Minimum 3 years experience as a Sr. Operations Manager, preferably in US Life & Annuity Insurance.
• Sales experience in insurance is a must.
• System working knowledge: proficient in computer applications.
• Amenable to be assigned in our Quezon City Site.

Responsibilities

• Delivery Excellence: follow operational tasks to meet SLAs.
• Analytical Thinking & Problem Solving: identify root causes and apply structured analysis.
• Process Knowledge: understand business processes and gaps.
• Business Reporting: interpret diagnostics to drive performance and address anomalies.
• General Administration: analyze intraday reporting for smooth service delivery.
• Capacity management and resource planning to ensure 100% billable staff availability.
• Business Relationships: build strong partner relationships to drive outcomes.
• Communication: deliver key messages and updates with teams and partners.
• Support function management: collaborate with Training, Quality, Risk, Transformation, WFM, HRBPs, IT.
• Lead with WNS Principles and Values: Client First, Integrity, Respect, Collaboration, Learning and Excellence.
• People Management: foster teamwork, delegation, feedback, and retention with governance.
• Leading and Engaging People: operate effectively in a diverse environment to deliver results.
• Reward & Recognition: acknowledge outstanding performance and KPI achievement.
• Performance/Development: review performance and plan development goals.
• Client Centric Execution: deliver what is promised with client needs in mind.
• Safety and Wellbeing: align practices with governance and risk mitigation.

Skills

Delivery Excellence

Analytical Thinking

Problem Solving

Process Knowledge

Business Reporting

General Administration

Capacity Management

People Management

Communication

Stakeholder Collaboration

Leadership

Risk & Governance

Education

Any Graduate

Job description

• Delivery Excellence: Understand and follow all operational and procedural related activities and tasks in order to deliver as per SLAs
• Analytical Thinking & Problem Solving: Spots anomalies and aberrations and solutions for the same; gets into the root cause in a structured way analyzing the causes as well as applying understanding of the context and scenarios to identify the cause of these anomalies.
• Process Knowledge: Understanding of the business process and the ability to identify process gaps.
• Business Reporting – Source, interpret reporting diagnostics to better drive and enhance the business performance and outcomes to ensure business objectives/targets are achieved. Ensure actions are in place to address anomalies.
• General Administration – Analyze intraday reporting and ensure tactical measures for smooth service delivery.
• Capacity management and resource planning – To ensure that 100% billable staff is always available for production.
• Business Relationships – Establish and cultivate a strong business relationship with Partners to collaborate, make decisions and produce outcomes.
• Communication – Review and deliver effectively with the support functions and Partners on any key messages, business updates and Team Time agenda items.
• Support function management – Working closely with Training, Quality, Risk, Transformation, WFM, HRBPs, facilities, IT to ensure effective operations
• Implement and lead people within the WNS Principles, Code of Conduct and demonstrate the WNS Values of Client First, Integrity, Respect, Collaboration, Learning and Excellence
• People Management: Ability to interact and build good relationship with client and team members. Creating brainstorming activity to create innovative ideas resulting in value addition. Constructive delegation and feedback for directive support. Retention focused management with strong EWS governance mechanisms.
• Leading and Engaging People: The ability to work effectively in a diverse multi-cultural environment – upwards, with reports and collaboratively across work stream – to engage and lead people and teams to deliver results.
• Reward & Recognition – Celebrate and encourage Reward and Recognition of team members and peers for outstanding work, KPI’s and other achievements.
• Performance/Development – Review of individual and team’s performance with Team Managers, discuss individual development plan including progress to and setting of goals.
• Client Centric Execution: Ability to deliver exactly what was promised to the client based on a clear understanding of client needs. Demonstrating fierce determination, ownership, and intrinsic motivation to meet organization goals outcomes despite complexities and ambiguity.
• Safety and Wellbeing – Work closely with WNS Leadership and Partners to ensure alignment of work processing practices that drive effective governance and control to ensure mitigation against risks (commercial/brand/reputation/people).

Qualifications:

• Minimum Academic Qualification (Degree): Any Graduate
• Minimum Work Experience (in months/years): Minimum requirement of at least 3 years with relevant experience as a Sr. Operations Manager preferably in US Life & Annuity Insurance
• Sales experience in insurance is a must
• System working knowledge required: Proficient in computer applications.
• Amenable to be assigned in our Quezon City Site