Operations Manager (Group Manager) Operations

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 

Remote Work :

No

Employment Type :

Full-time