Subject Matter Expert - Insurance

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

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

We are looking for professional, high performance individuals, with sound leadership and problem-solving skills, to support the customer service team while building a positive, people-focused environment.

Key Responsibilities

Operational Excellence

• Identifying and communicating barriers to performance/service delivery to the operational leaders
• Contribute in regular meetings with team leaders and agents in regards to efficiencies
• Conduct analysis and insights based on consolidated data to enhance process improvements
• Share best practice between teams to support operational efficiencies
• Continually examine opportunities for improvements and adherence to schedule
• Support team when needed maintain product knowledge through call taking
• Will be required to take calls

Development Journey

• Agile training through Quality feedback sessions
• Training employees in systems and products when required
• Working closely with Operations Support, Training & HR to support the new starter journey

Qualifications

• A Matric/Grade 12 Certificate or equivalent.
• A minimum of 3 years insurance experience

Job-related knowledge, skills & competencies require

• Proficiency in the following Microsoft packages (Word, Excel & Outlook)
• Excellent interpersonal and communication skills
• Strong numerical ability
• Strong administrative and organizational skills
• Customer centricity
• High attention to detail and accuracy other factors that will be considered:
• Engagement
• Communication skills
• Problem Solving
• Planning & Organizing
• Risk Management
• Incident Management
• Data Analysis
• Stakeholder Management
• Client Communication
• Report writing
• Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
• Attention to detail

Other Specific Requirements

• Own vehicle with a valid driver’s licence
• Must be able to travel across multiple sites
• Must be able to work evening hours

Note

Afternoon and night shifts – Monday to Sunday (rotational shifts)

Candidates are required to have fibre or live in a fibre enabled area.