About The Role

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.
Grade 12
Minimum 3 years Team Leader experience with at least 1 year in a management role
BPO Call Centre experience is essential