WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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 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

Operations

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 levers

You drive the ISBU & British Gas culture through effective communication, by continuously displaying the ISBU 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

Matric

Relevant Tertiary Education (Preferred)

3+ Years experience as a Contact Centre Team Leader / Operations Manager

Previous Insurance Experience (Preferred)