Operations Manager - Insurance & CX Leader (Shift Roles)

WNS; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Business Process Management firm in Cape Town is seeking a Senior Operations Manager. The role involves leading a specialized team focused on customer excellence, managing costs, and driving continuous improvement. Candidates should have at least three years of operations management experience in a contact center or BPO environment, preferably within the insurance industry. This role requires strong leadership skills and the ability to coach and develop team members effectively. Afternoon and night shifts apply, and candidates need to be in fibre-enabled areas.

Qualifications

• Grade 12 or equivalent qualification.
• Minimum three years of experience in an operations manager role.
• Experience in a contact center or BPO setup.

Responsibilities

• Lead a team in a customer-centric role.
• Deliver contractual and commercial performance.
• Ensure compliance with processes and standards.

Skills

Leadership

Change management

Effective coaching skills

Commercial acumen

Planning and organizational skills

MS Office at an advanced level

Education

Grade 12/Matric

Proven track record of 3 years' experience as operations manager

Experience in a contact center/BPO environment

Insurance industry experience essential

Job description

A leading Business Process Management firm in Cape Town is seeking a Senior Operations Manager. The role involves leading a specialized team focused on customer excellence, managing costs, and driving continuous improvement. Candidates should have at least three years of operations management experience in a contact center or BPO environment, preferably within the insurance industry. This role requires strong leadership skills and the ability to coach and develop team members effectively. Afternoon and night shifts apply, and candidates need to be in fibre-enabled areas.