Head of Operations - North America Insurance Campaign at WNS Global Services SA

Job Description
JOB PURPOSE

• The purpose of the position described herein is to lead all aspects of operational delivery and growth for our US based biggest account, part of Insurance, in WNS Globally.
• As leader of this Operating account you are responsible for all aspects of operational delivery, new and existing LOBs growth, commercial delivery, client relationships as well innovation and value add.
• The person in this role is expected to make significant contributions to setting and shaping account Strategy cross multiple geographies, leading large and diverse teams, and devising innovative ways for us to grow and further our business for the account.

The following high level responsibilities will be important considerations: 

• Leader will be responsible for providing leadership to multiple, diverse and complex account and would be responsible for operational excellence to achieve client SLA deliverables.
• The role incumbent would be responsible for the process delivery goals and implementation of the business.
• The role will provide key input to account strategy and execution cross all locations
• The role incumbent will be responsible for delivering the commercial and financial outcomes inherent to the contracts under his or her stewardship.
• A key component of the role is leadership of large teams of professionals, their development and the structure required to deliver excellent BPM services for the largest account.

SENIOR LEADERSHIP – MACRO MEASURES

• All our senior leaders are assessed on outcomes based rating scales that take commercials and leadership behaviors into account. The following dimensions are continuously assessed individually and collectively as we aim to grow our organization:
• Operational performance
• Sustainable Business Growth
• Commercial performance
• People leadership
• Client relationships
• Innovation and value addition

Qualifications
QUALIFICATIONS REQUIRED

• Advantageous
• Business degree
• Senior leadership development programme credentials

EXPERIENCE REQUIRED

Essential

• Min 10 years in the CIS and / or insurance environment
• Experience in managing large staff compliments and team structures (min 1,000 people in division)
• Proven track record in managing and developing innovative customer care programmes
• Entrepreneurial appetite and flair

Preferred

• Outsourcing /BPM (Business Process Management and Outsourcing) experience