Insurance Operations Leader — Group Manager (BPO)

WNS Global Services; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

WNS Global Services in Cape Town is seeking an Operations Manager (Group Manager) to lead delivery of insurance processes and manage large, multi-layered teams across policy administration, claims, underwriting support, billing, and contact centre operations.

The role emphasizes client governance, performance management, and regulatory compliance within a BPO environment, requiring strong leadership and proven BPO experience.

Qualifications

• Grade 12 or equivalent qualification required.
• Minimum 3 years as a Team Leader with at least 1 year in a management role.
• BPO Call Centre experience is essential.

Responsibilities

• Own delivery of multiple insurance processes (e.g., Policy Administration, Claims, Underwriting Support, Billing, Contact Centre Operations).
• Ensure achievement of SLAs, KPIs, productivity, quality, and cost targets.
• Drive standardization, process optimization, and continuous improvement initiatives.
• Manage large, multi-layered teams including, Operations Managers, and Team Leaders.
• Act as the primary point of contact for senior client stakeholders.
• Lead governance calls, QBRs, and strategic reviews with clients.
• Identify opportunities for value creation, transformation, and revenue growth
• Support transitions, migrations, and scope expansions.
• Build a high-performance culture with strong focus on engagement, capability building, and succession planning.
• Coach and mentor leadership teams.
• Drive performance management, workforce planning, and attrition control.
• Ensure compliance with labour laws and HR policies in South Africa.

Skills

Team Leadership

Call Centre Experience

Client Stakeholder Management

Education

Grade 12

Job description

WNS Global Services in Cape Town is seeking an Operations Manager (Group Manager) to lead delivery of insurance processes and manage large, multi-layered teams across policy administration, claims, underwriting support, billing, and contact centre operations.

The role emphasizes client governance, performance management, and regulatory compliance within a BPO environment, requiring strong leadership and proven BPO experience.