Operations Manager

Job Title: ManagerDesignation: Group Manager – OperationsBand: B1Location: United States - RemoteJob Type: Full-TimeReporting to: General Manager +Job Summary:The Group Manager will oversee daily operations of a team within a contact center or insurance operations environment, specifically supporting Property & Casualty (P&C) insurance. This role is responsible for managing key performance indicators, coaching front-line staff, and driving operational excellence to meet client and business objectives. The manager will set clear team goals, foster an inclusive and high-performance culture, and ensure a superior customer experience. include capacity and resource planning, identifying process improvement opportunities, and partnering with support functions such as Training, Quality, Risk, Transformation, WFM, and HR. The role also involves actively managing client relationships, collaborating across teams, and leading with a strong focus on results, people development, and performance recognition.Key Responsibilities:•Provide strategic leadership to multiple teams, including front-line staff and vendor partners, by fostering a high-performance, inclusive, and engaging work environment. Act as a role model through values-based leadership, empowerment, recognition, and cross-cultural collaboration.•Partner with internal and external stakeholders (including clients and vendors) to align operational goals with business objectives, ensuring consistent delivery of a personal, seamless, and high-quality customer experience.•Drive unit-level strategy by developing performance objectives, resolving complex escalations, and identifying long-term solutions to enhance customer satisfaction and operational efficiency.•Oversee resource planning and capacity management across teams to ensure adequate staffing and service level adherence, while balancing demand fluctuations and client expectations.•Collaborate closely with support functions such as Training, Quality, WFM, Risk, and HR to address capability gaps, implement best practices, and drive continuous process improvement.•Own performance management across multiple teams, including performance reviews, coaching plans, talent development, and succession planning. Make recommendations on promotions, recognition, and workforce actions in alignment with business goals.•Lead regular business reviews with stakeholders, providing insights into KPIs, team performance, and improvement opportunities.•Champion a culture of accountability and continuous improvement by reinforcing process adherence, compliance, and standard operating procedures.•Ensure consistent and fair administration of HR policies, while supporting employee engagement, issue resolution, and professional development initiatives.Supervisory Responsibilities:This job does have supervisory dutiesPreferred Qualifications:• 5 or more years of related experience managing Insurance Operations or call center operations• Bachelor’s Degree of equivalent experienceCertificates, Licenses, RegistrationsProperty & Casualty license, preferred (not mandatory)The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.Functional Skills▪ Excellent computer skills in a Microsoft Windows environment▪ Evidence of the ability to practice a high level of confidentiality• Excellent organizational management skills• Excellent written and spoken communication skills• Demonstrated knowledge of basic economic, budgeting, and accounting principles and practices• Ability to interview applicants, assess sales and or customer service skills, and recommend hireCompensation DisclosureThe base salary range for this position is $80 - $110K annually. This range reflects the base pay that we reasonably expect to offer for the role across our hiring locations.Final compensation will be determined based on a combination of factors, including but not limited to:Geographic location (state and city of residence)Overall professional experienceDirectly relevant experienceEducation and certificationsIndustry knowledge and expertiseSkills and competenciesIn addition to base pay, this role may be eligible for performance-based bonuses, or incentive pay, or commissions, which are not included in the listed base salary range.WNS Kipi.ai (Capgemini Company) complies with all applicable federal, state, and local pay transparency laws, including those in California, Colorado, New York, Washington, and Illinois. Where required by law, we will provide additional details about compensation and benefits to qualified applicants.Benefits OverviewOur benefits package includes (but is not limited to):- Medical, dental, and vision insurance- Paid time off (PTO)- 401(k) with company matchEqual Opportunity Employer StatementWNS (Capgemini Company) is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected under federal, state, or local law.We also provide reasonable accommodations to individuals with disabilities and for sincerely held religious beliefs in all aspects of employment, including the application process.