Group Manager - Operations (8+ years - General Insurance, Underwriting)

Company Description

WNS (Holdings) Limited (NYSE : WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

We are seeking a motivated and detail-oriented Group Manager to join our Underwriting / Broker Collection / Credit Control team. In this role, you will manage daily operational activities, support the Manager in achieving team goals, and drive continuous improvement while maintaining a strong customer-centric approach. Minimum 7 to 10 year of experience in General Insurance Underwriting or Broker Collection.Roles & Responsibilities : 1. People Management & Development

• Lead, mentor, and manage teams including Associates and Assistant Managers.
• Ensure employee satisfaction, engagement, and morale through proactive communication and support.
• Maintain attrition levels within defined targets by developing strategies for retention and employee satisfaction.
• Conduct documented monthly performance reviews and quarterly / annual appraisals of Associates and Assistant Managers.
• Drive performance-based development plans, mentoring, and coaching for career growth.
• Identify training needs and implement development programs to build capabilities within the team.2. Performance & Process Management
• Ensure consistent improvement in quality and productivity metrics.
• Monitor process performance against defined KPIs and take timely corrective actions where necessary.
• Review KPI performance regularly and formulate improvement plans as needed.
• Drive continuous process improvement using structured methodologies like process excellence (Lean, Six Sigma, etc.).
• Champion initiatives to identify improvement areas, define scope, engage stakeholders, and drive implementation.3. Employee Engagement & Recognition
• Foster a positive and motivating team culture.
• Drive floor-level reward and recognition programs to boost morale and participation.
• Stay connected with team members to understand their perspectives, expectations, and challenges.
• Actively influence team sentiment and engagement through open communication and involvement.4. Client & Stakeholder Management
• Maintain regular communication with the client at the Process Owner level to review performance and updates.
• Ensure timely and accurate reporting of operational performance and improvement plans.
• Maintain effective relationships with internal and external stakeholders to drive alignment and collaboration.5. Compliance & Governance
• Ensure adherence to internal policies, procedures, and standard operating guidelines.
• Maintain compliance with external regulations, including data protection and information security standards.Required Competencies :
• Leadership : Ability to inspire, motivate, and develop teams while driving accountability and performance.
• Communication : Excellent verbal and written communication skills for clear, concise, and positive interaction with teams, clients, and stakeholders.
• Analytical Thinking : Strong problem-solving skills with the ability to analyze data, identify trends, and implement effective solutions.
• Process Improvement : Experience with process excellence methodologies (Lean, Six Sigma, etc.) to drive continuous improvement initiatives.
• Customer Focus : Deep understanding of customer needs and ability to ensure a customer-centric approach in service delivery.
• Emotional Intelligence : Empathy, active listening, and the ability to manage team dynamics and conflicts effectively.
• Performance Management : Skilled in conducting appraisals, coaching, mentoring, and managing KPIs to drive business outcomes.
• Change Management : Ability to manage and communicate change positively, gaining buy-in from teams and stakeholders.
• Stakeholder Management : Proficient in managing relationships with clients and internal partners to align objectives and deliver results.
• Compliance Awareness : Knowledge of relevant regulatory requirements and internal policies to ensure governance standards are met.
• Time Management : Effective prioritization and multitasking skills to manage competing demands efficiently.

Qualifications

Graduate with Minimum 7 to 10 year of experience in General Insurance Underwriting or Broker Collection.

Skills Required

Process Excellence, Lean Six Sigma