Job Description

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.

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 FOR

• Operational Delivery
• Deliver Contractual & Commercial Performance
• People Management
• Create a High Performing, Highly Engaged Team
• Stakeholder Management
• Build Excellent Relationships, Internally & Externally, at all Levels
• Compliance & Governance
• Ensure Compliance to all Relevant Process & Regulatory Standards
• Innovation
• Drive Continuous Improvement & Create Value

OUR EXPECTATIONS OF YOU

• 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 levers
• You drive the Company culture through effective communication, by continuously displaying the Company habits & behave as a role model leader
• You develop your people through effective coaching, performance management & drive a recognition culture
• You support your operations colleagues to exceed client expectations on all levels at all times
• You have robust & honest performance & behavioural conversations
• You drive compliance in everything you do
• You are emotionally aware of yourself & others.
• You handle your interactions with authenticity, empathy & professionalism

Qualifications

• Matric Relevant Tertiary Education (Preferred)
• 3+ Years experience as a Contact Centre Team Leader / Operations Manager
• Previous Insurance Experience (Preferred)