Senior Group Manager - Operations - North American Insurance

As the Senior Group Manager Operations, you will be fully responsible for all aspects of the Process.

This will include

• Achieve and exceed all client/contractual KPI’s and manage the day to day relationship with the client.

You will lead the various line of businesses by creating and instilling a customer services culture in a customer centric and high-performance culture, through effective management of people, metrics, and projects, with the objective of generating revenue and the retention of business.

You will be the key point of all day to day contact, and will be responsible to hosting, and creating the Weekly, Monthly and Quarterly performance review decks and minutes.

• Achieve WNS financial targets which include revenue, GC and GM targets. You will be required to report on these internally at least monthly to your line manager and be responsible for the creation of the monthly invoice to the client. Achievement of these targets will include the approval of invoices for additional hardware, the management of attrition and the resultant unbilled time for over staffing, and management of OPAS ratios to reduce unnecessary cost. You will be responsible for leakage audits including regular review of the headcount reports, variable payments made to staff (OT, ET, Commissions, Incentives). AWOL staff must be processed quickly, and all absence must be validated for authenticity.
• Ensuring you have a happy workforce. This will be done through the application of the WNS 5 People Promises and the embedding of SMARTOPS. Regular engagement activities are to take place, as well as a structured and advertised Employee Engagement Calendar should be accessible to the staff. A newsletter is to be sent out at least weekly to the floor and a Town Hall held monthly.
• Team development and succession. You will develop a team of leaders that are fully aligned to the deliverance of these goals, are positive, and always display the values and leader behaviours of WNS and the client. Performance reviews are to be completed at least monthly for this team, with development plans as needed. Reward and recognition of staff to be done through the effective use of LYS, LOC and variable pay models.
• Governance and compliance. You will work with your team to ensure all relevant CBT’s are completed in a timely manner. Regular local and global risk audits are completed on your operation; you will work with these teams to close all risks as quickly as possible, and to implement processes to reduce and remove these risks in the future.

Qualifications

• Essential• Matric/Grade 12 Certificate Preferred• Tertiary qualification in Contact Centre Management or similar• Continuous Improvement E.g., Lean Six Sigma certification
• 24/7 Rotational Shif