Operations Manager (Group Manager) - Operations

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

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

Key Responsibilities

• Operational Leadership


• 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. Client & Stakeholder Management


• 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.


• People & Talent Management


• 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.


• Financial & Commercial Ownership


• Manage P&L for assigned accounts or portfolios.


• Control costs, improve margins, and support pricing and budgeting activities


• Partner with finance and transitions teams to deliver profitability targets.


• Risk, Compliance & Governance


• Ensure adherence to regulatory requirements relevant to insurance operations.


• Maintain strong internal controls, audit readiness, and data security practices.


• Proactively identify and mitigate operational and delivery risks.


• Transformation & Innovation


• Drive automation, analytics, and digital initiatives in collaboration with WNS COEs.


• Support Lean, Six Sigma, and transformation programs.


• Champion innovation and best practices across accounts.

Qualifications

• Grade 12


• Minimum 3 years Team Leader experience with at least 1 year in a management role


• BPO Call Centre experience is essential