Operations Excellence Lead (Insurance & CX)

WNS; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

WNS Global Services South Africa is seeking professional, high‑performing individuals to support the customer service team and foster a positive, people‑focused environment. The role emphasizes operational excellence, development through agile training, and collaboration with Operations Support, Training & HR to enhance the starter journey.

Candidates should have a Matric/Grade 12 and at least 3 years of insurance experience, with strong MS Office skills, communication, and problem-solving

Qualifications

• Matric/Grade 12 certificate or equivalent.
• Minimum of 3 years insurance experience.
• Proficiency in Microsoft Word, Excel and Outlook.
• Excellent interpersonal and communication skills.
• Strong numerical ability.
• Strong administrative and organisational skills.
• Customer centricity and attention to detail.

Responsibilities

• Identify barriers to performance and communicate to operational leaders.
• Contribute in regular meetings with team leaders and agents.
• Conduct analysis and insights from consolidated data to improve processes.
• Share best practices between teams to support efficiencies.
• Maintain product knowledge through call taking and support the team.
• Take calls as required.
• Travel across multiple sites and work afternoon/evening shifts (rotational).

Skills

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Interpersonal skills

Communication skills

Numerical ability

Administrative skills

Organizational skills

Data analysis

Stakeholder management

Report writing

Attention to detail

Problem solving

Planning & organizing

Risk management

Incident management

Client communication

Education

Matric / Grade 12 Certificate

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

WNS Global Services South Africa is seeking professional, high‑performing individuals to support the customer service team and foster a positive, people‑focused environment. The role emphasizes operational excellence, development through agile training, and collaboration with Operations Support, Training & HR to enhance the starter journey.

Candidates should have a Matric/Grade 12 and at least 3 years of insurance experience, with strong MS Office skills, communication, and problem-solving