Call Centre Head of Operations (Senior Group Manager) - Insurance Night Shift

WNS; Cape Town; On-site; ZAR 900,000 - 1,800,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Senior Group Manager to lead our contact centre operations in Newlands, Cape Town. You will drive contractual KPI delivery, oversee a team of Operations Managers and focus on client outcomes, profitability and people development.

The role emphasizes strong leadership, governance and continuous improvement in a fast-paced environment, with responsibilities spanning forecasting, budgeting, risk management, and stakeholder engagement across international client

Qualifications

• Significant leadership experience in a BPO contact centre.
• Track record delivering large-scale operations and multiple client programmes.
• Strong commercial and financial acumen.
• Experience managing client relationships at senior level.
• Exceptional leadership, coaching and stakeholder management.
• Strong analytical and problem-solving capabilities.
• Ability to thrive in a fast-paced, results-driven environment.

Responsibilities

• Lead the successful delivery of all contractual KPI's, SLA's and operational targets.
• Drive a high-performance culture focused on customer experience, continuous improvement and accountability.
• Analyse performance trends and implement strategies to improve efficiency, productivity, quality and customer satisfaction.
• Manage escalations and ensure swift resolution of operational challenges.
• Identify opportunities for growth, innovation and operational excellence.
• Support increased revenue, profitability, gross contribution and gross margin targets.
• Manage forecasting, budgeting, workforce optimisation and capacity planning.
• Monitor staffing, attrition, shrinkage, overtime, incentives and other cost drivers.
• Conduct regular operational and financial audits to minimise leakage and maximise efficiency.
• Lead, coach and inspire a team of Operations Managers, Team Leaders and support functions.
• Create clear succession plans and develop future leaders.
• Drive performance management, coaching, and development initiatives.
• Recognise and reward exceptional performance.
• Foster an engaged, inclusive and supportive culture where people can thrive.
• Drive compliance with all client, regulatory, and company requirements.
• Ensure mandatory training and governance activities are completed.
• Lead operational risk reviews and audit actions.
• Identify and mitigate risks before they become problems.
• Embed a culture of accountability and operational discipline.

Skills

Leadership

Stakeholder management

Analytical thinking

Problem solving

Commercial acumen

Client relationships

Adaptability

Education

Tertiary qualification in Contact Centre Management or Business Management

Lean Six Sigma Continuous Improvement qualification

Matric / Grade 12 Certificate

Job description

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Are you the kind of leader who thrives in a fast-paced environment, loves solving complex operational challenges and knows how to turn a group of talented people into a high-performing team? If so, we want to hear from you.

We're looking for a Senior Group Manager to lead our contact centre operations, drive exceptional client outcomes and create an environment where people love coming to work.

This role is about more than achieving targets. It's about building strong client partnerships, developing future leaders, driving profitability, creating memorable customer experiences and having some fun along the way.

What You'll Be Doing

• Lead the successful delivery of all contractual KPI's, SLA's and operational targets.
• Drive a high-performance culture focused on customer experience, continuous improvement and accountability.
• Analyse performance trends and implement strategies to improve efficiency, productivity, quality and customer satisfaction.
• Manage escalations and ensure swift resolution of operational challenges.
• Identify opportunities for growth, innovation and operational excellence.
• Support increased revenue, profitability, gross contribution and gross margin targets.
• Manage forecasting, budgeting, workforce optimisation and capacity planning.
• Monitor staffing, attrition, shrinkage, overtime, incentives and other cost drivers.
• Conduct regular operational and financial audits to minimise leakage and maximise efficiency.

Leading & Developing Great People

• Lead, coach and inspire a team of Operations Managers, Team Leaders and support functions.
• Create clear succession plans and develop future leaders.
• Drive performance management, coaching, and development initiatives.
• Recognise and reward exceptional performance.
• Foster an engaged, inclusive and supportive culture where people can thrive.

Risk, Governance & Compliance

• Drive compliance with all client, regulatory, and company requirements.
• Ensure mandatory training and governance activities are completed.
• Lead operational risk reviews and audit actions.
• Identify and mitigate risks before they become problems.
• Embed a culture of accountability and operational discipline.

What We're Looking For

• Significant leadership experience within a BPO Contact Centre environment.
• Proven track record managing large-scale operations and multiple client programmes.
• Strong commercial and financial acumen.
• Experience managing client relationships at a senior level.
• Exceptional leadership, coaching and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Ability to thrive in a fast-paced, results-driven environment.

Why Join Us?

• Work with amazing people who genuinely enjoy what they do.
• Lead impactful programmes and influence strategic decisions.
• Build a culture that makes a difference to employees and customers alike.
• Be recognised for your achievements and leadership.
• Enjoy an environment where innovation, collaboration, and fun are part of everyday life.

Ready to Make an Impact? If you're a results-driven operations leader who can balance commercial success, client satisfaction, operational excellence and people development while bringing energy and positivity to the workplace, we'd love to meet you.

Qualifications

• Tertiary qualification in Contact Centre Management, Business Management or a related field is preferred.
• Continuous Improvement qualification or certification (e.g., Lean Six Sigma).
• Relevant experience in a contact centre or BPO environment.
• Previous experience within an international insurance contact centre or BPO environment will be highly advantageous..
• Matric / Grade 12 Certificate is essential.

Additional Information

• 24x7 Rotational Shift
• Primary work site based in Newlands