Subject Matter Expert - Insurance

About the role

WNS Global Services, a global Business Process Management provider with a strong presence in South Africa, is looking for a Subject Matter Expert in Insurance in Cape Town. The role supports the customer service team while building a positive, people-focused environment. It involves operational excellence work, training and coaching, and takes place on rotational afternoon and night shifts.

Key responsibilities

• Identify and communicate barriers to performance and service delivery to operational leaders
• Take part in regular meetings with team leaders and agents on efficiency matters
• Analyse consolidated data to improve processes and share best practice between teams
• Support the team and maintain product knowledge through call-taking; calls will be taken
• Train employees in systems and products and give quality feedback
• Work with Operations Support, Training and HR on the new starter journey

Required profile

• Matric/Grade 12 certificate or equivalent
• At least 3 years of insurance experience
• Own vehicle with a valid driver's licence
• Able to travel across multiple sites
• Able to work evening hours, including afternoon and night shifts Monday to Sunday (rotational)
• Fibre internet or living in a fibre-enabled area

Required skills

• Proficiency in Microsoft Word, Excel and Outlook
• Excellent interpersonal and communication skills
• Strong numerical, administrative and organisational skills
• Customer centricity, attention to detail and accuracy
• Data analysis, stakeholder management, report writing and client communication