Head of Operations, Insurance Night Shift (Contact Centre)

About the role

WNS, part of Capgemini, is looking for a Senior Group Manager to lead its contact centre operations for an insurance client on a night shift. The role goes beyond meeting targets: it builds strong client partnerships, develops future leaders, drives profitability and creates memorable customer experiences. The primary work site is in Newlands, with a 24x7 rotational shift.

Key responsibilities

• Lead delivery of all contractual KPIs, SLAs and operational targets
• Analyse performance trends and implement strategies to improve efficiency, productivity, quality and customer satisfaction
• Manage escalations and forecast, budget, workforce optimisation and capacity planning
• Monitor staffing, attrition, shrinkage, overtime and other cost drivers
• Conduct regular operational and financial audits to minimise leakage
• Support revenue, profitability, gross contribution and gross margin targets
• Lead, coach and develop a team of Operations Managers, Team Leaders and support staff, including succession planning and performance management
• Ensure compliance with client, regulatory and company requirements, complete mandatory training, and lead risk reviews and audit actions

Required profile

• Significant leadership experience in a BPO contact centre environment
• Proven track record managing large-scale operations and multiple client programmes
• Strong commercial and financial acumen and experience managing client relationships at a senior level
• Exceptional leadership, coaching and stakeholder management skills
• Ability to thrive in a fast-paced, results-driven environment
• Tertiary qualification in Contact Centre Management, Business Management or a related field preferred; Matric / Grade 12 certificate is essential
• Experience in a contact centre or BPO environment; previous experience in an international insurance contact centre is highly advantageous