• 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.