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.
