Claims Operations Lead - Twilight & Weekend Shifts

WNS; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

WNS in the United States seeks a Team Leader to guide a 10-18 person motor insurance claims team in a fast-paced environment, covering twilight and weekend shifts. You will coach and develop staff, monitor performance against SLAs and KPIs, and handle attendance and escalations.

Candidate should have prior team leadership experience in insurance, claims, or contact centres, and strong people management and communication skills to drive exceptional service and operational excellence.

Qualifications

• Experience leading teams in insurance, claims, or contact centres.
• Proven coaching and people development track record.
• Strong communication and stakeholder management skills.

Responsibilities

• Coach, develop, and monitor team performance against SLAs and KPIs.
• Manage attendance, conduct, and act as escalation point for complex issues.
• Demonstrate prior team-leadership experience in insurance, claims, or contact centres.
• Display strong people management, coaching, and communication skills.

Skills

Team leadership

Insurance claims

Customer service

Coaching

Job description

WNS in the United States seeks a Team Leader to guide a 10-18 person motor insurance claims team in a fast-paced environment, covering twilight and weekend shifts. You will coach and develop staff, monitor performance against SLAs and KPIs, and handle attendance and escalations.

Candidate should have prior team leadership experience in insurance, claims, or contact centres, and strong people management and communication skills to drive exceptional service and operational excellence.