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.

Matric