Operations Manager (Group Manager) - Operations

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

Operations Manager (Group Manager) - Operations

• Full-time

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.

Key Responsibilities

Client & Stakeholder Management

• 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.

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.
• 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.

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