Insurance Operations Leader | Transformation & Growth

WNS; Cape Town; On-site; ZAR 1,200,000 - 2,400,000; Full time

Job summary

WNS in South Africa seeks an experienced Operations Leader to own the delivery of insurance processes and drive performance across SLAs, KPIs, and cost targets. This role involves managing large multi-layered teams, mentoring leaders, and maintaining strong client and stakeholder relationships.

The ideal candidate brings BPO call centre experience, a track record of process improvement, and a capability to lead governance calls and strategic reviews with clients.

Qualifications

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

Responsibilities

• Operational Leadership across multiple insurance processes.
• Own delivery of Policy Administration, Claims, Underwriting Support, Billing, and 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; client and stakeholder management.
• Act as primary contact for senior client stakeholders; lead governance calls, QBRs and strategic reviews.

Skills

Team Leadership

Stakeholder Management

Process Improvement

BPO Experience

Education

Grade 12

Job description

WNS in South Africa seeks an experienced Operations Leader to own the delivery of insurance processes and drive performance across SLAs, KPIs, and cost targets. This role involves managing large multi-layered teams, mentoring leaders, and maintaining strong client and stakeholder relationships.

The ideal candidate brings BPO call centre experience, a track record of process improvement, and a capability to lead governance calls and strategic reviews with clients.