Job Description

Operations Manager - Insurance Call Centre - US Hours - Cape TownFull job descriptionCompany DescriptionWNS (Holdings) Limited (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. 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.An exciting opportunity for a Group Manager - Operations Night Shift has just become available in our US Insurance Campaign. We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Team Leaders to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.WHAT YOU'LL BE RESPONSIBLE FOROperational DeliveryDeliver Contractual & Commercial PerformancePeople ManagementCreate a High Performing, Highly Engaged TeamStakeholder ManagementBuild Excellent Relationships, Internally & Externally, at all LevelsCompliance & GovernanceEnsure Compliance to all Relevant Process & Regulatory StandardsInnovationDrive Continuous Improvement & Create ValueOUR EXPECTATIONS OF YOUOperations Accountability & Responsibility As part of the senior management team of our Night Shift Insurance campaign, you lead a team of operational leaders. You are customer & client facing & strive to deliver excellent customer experience You drive continuous improvement experiments through your team & harvest ideas You manage costs & profitability through all available commercial leversYou drive the Company culture through effective communication, by continuously displaying the Company habits & behave as a role model leaderYou develop your people through effective coaching, performance management & drive a recognition cultureYou support your operations colleagues to exceed client expectations on all levels at all timesYou have robust & honest performance & behavioural conversationsYou drive compliance in everything you doYou are emotionally aware of yourself & others.You handle your interactions with authenticity, empathy & professionalismQualificationsMatric Relevant Tertiary Education (Preferred) 3+ Years experience as a Contact Centre Team Leader / Operations Manager Previous Insurance Experience (Preferred)

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