Job description
WNS is seeking an Operations Manager for our Insurance Account at the Alabang site in Muntinlupa City. This leadership role oversees a high-performing team responsible for delivering exceptional service to clients and customers, ensuring accuracy, speed, and compliance. You will drive operational excellence by developing scalable processes, optimizing staffing, and partnering with cross-functional teams to meet SLAs and quality targets. If you thrive in a dynamic BPO environment and have a proven track record in insurance operations, this is your opportunity to advance your career with a trusted global employer.
Your leadership will focus on coaching and developing supervisors and agents, managing performance, and fostering a culture of continuous improvement. You will own key client relationships, monitor performance metrics, and implement initiatives that elevate customer satisfaction while controlling costs.
Join WNS Philippines and lead a dedicated team delivering empathetic, accurate, and timely service to insurance customers. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth within a global organization.
Responsibility
- Lead and motivate a team of supervisors and associates to achieve service levels and quality targets for the insurance account
- Develop and implement operational strategies to improve process efficiency, accuracy, and first-call resolution
- Monitor key performance indicators (KPIs) including AHT, CSAT, FCR, SLA adherence, and quality scores; produce regular performance reports for leadership and clients
- Ensure compliance with internal policies, data privacy, and regulatory requirements; drive risk mitigation and audit readiness
- Collaborate with cross-functional teams (Quality, Training, Workforce Management, IT) to optimize workflows and system enhancements
- Coach and develop supervisors and agents; manage performance management cycles, recognition, and succession planning
- Lead client communications and relationship management; own escalations and ensure prompt, courteous resolution of inquiries
- Identify opportunities for process improvements and cost control; manage budgets and resource planning for the account
Qualification
- Bachelor’s degree in Business Administration, Operations Management, Insurance, or a related field; equivalent practical experience considered
- Proven experience in insurance operations or BPO contact center leadership (3+ years preferred)
- Strong leadership, coaching, and people management skills; ability to motivate diverse teams
- Excellent analytical, problem-solving, and decision-making abilities; data-driven mindset
- Solid understanding of insurance processes (claims, underwriting, policy administration) and regulatory compliance
- Proficient in contact center technology and tools (WFM, CRM, QA, ticketing systems); strong process improvement skills
- Exceptional communication and stakeholder management; fluent in English; customer service orientation
- Ability to work in the Alabang, Muntinlupa area; willingness to travel as needed