Job Description

Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The Manager - Operations is responsible for overseeing day-to-day operations, ensuring contract delivery, and driving team performance.
This role involves supervising team leaders, managing resources, and ensuring adherence to SLAs and KPIs while maintaining strong client engagement through regular communication and operational reviews.
The manager supports the implementation of organizational strategies, policies, and best practices in collaboration with the management team, while also focusing on analytics, reporting, financial acumen, and AI-driven planning to improve efficiency.
Key responsibilities include coaching and recognizing team members, managing performance, and working closely with HR to reduce attrition and enhance employee satisfaction.
Additionally, the role requires collaboration with process owners, training, and quality teams to share best practices and deliver superior outcomes, with a strong operational focus and the ability to handle client interactions effectively.
Qualifications
Grade 12
Insurance operations management experience along with experience of managing contact center processes;
Overall 10+ years of experience with minimum 3-4 years of experience leading teams

Skills Required