• 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.

Are you a passionate people leader who thrives in a fast-paced, performance-driven environment? Do you love coaching teams, driving results and creating exceptional customer experiences? If you're ready to lead from the front and make a real impact, then this could be the opportunity you've been waiting for!

We are excited to announce an opportunity for a Group Manager - Operations (Night Shift) within our dynamic US Insurance Campaign.

This is more than just an operations role. It's an opportunity to inspire high-performing teams, influence business outcomes, build strong client partnerships and drive continuous innovation. As a key member of our leadership team, you'll lead and develop a team of Team Leaders, creating a customer-centric culture where people thrive, performance flourishes and excellence is the standard.

What You'll Be Doing:

• Operational Delivery - Lead day-to-day operations to ensure exceptional service delivery and performance.
• Commercial & Contractual Performance - Drive business results through effective management of key operational and commercial metrics.
• People Leadership - Inspire, motivate and develop a team of Team Leaders to achieve their full potential.
• Building High-Performing Teams - Create an engaged, accountable and results-driven culture focused on success.
• Stakeholder Management - Partner with clients and internal stakeholders to build trust, confidence and long-lasting relationships.
• Compliance & Governance - Ensure adherence to all operational, regulatory and compliance requirements.
• Innovation & Continuous Improvement - Challenge the status quo, drive improvement initiatives and create meaningful value for our people, customers, and business.

What Success Looks Like:

As part of the senior leadership team, you will:

• Lead a team of operational leaders within our Night Shift Insurance campaign.
• Champion exceptional customer and client experiences at every touchpoint.
• Drive innovation by encouraging experimentation, collaboration and idea generation.
• Manage operational costs and profitability through strong commercial decision-making.
• Bring our culture to life through effective communication and leadership by example.
• Develop future leaders through coaching, mentoring, performance management and recognition.
• Partner with colleagues across the business to consistently exceed client expectations.
• Hold honest, constructive and impactful performance and behavioural conversations.
• Promote a culture of compliance, accountability and operational excellence.
• Demonstrate strong emotional intelligence and self-awareness.
• Lead with authenticity, empathy, professionalism and integrity.

What We're Looking For: 

We're searching for a confident, energetic and forward-thinking leader who:

• Has a proven track record in BPO operations leadership.
• Loves leading leaders and building high-performing teams.
• Is passionate about customer experience and operational excellence.
• Thrives in a fast-paced, metrics-driven environment.
• Has exceptional problem-solving and decision-making skills.
• Can balance people, performance, client expectations and commercial outcomes.
• Embraces innovation and continuously seeks better ways of working.
• Leads with purpose, passion and accountability.

Why Join Us?

You'll have the opportunity to make a real impact. You'll be part of a high-performing leadership team, work with global clients, develop exceptional talent and help shape the future of our US Insurance Campaign.

If you're ready to inspire people, drive performance and take your leadership career to the next level, we'd love to hear from you.

Apply now and become the driving force behind our success!

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

• 24x7 rotational shifts
• Primary working site will be in Newlands