Operations Manager

Job Title
Operations Manager
Full Time

We are currently looking for a passionate and motivated individual to join us in the role of Repair Management Team Leader, this is an exciting opportunity for someone looking to further their career in the insurance industry. To be successful you will need the drive required to meet and exceed customer expectations, build internal and external relationships and deliver service excellence. The ideal candidate will have leadership experience.

Basic Purpose and Function

  • Management of allocated Seniors and reporting handlers ensuring all service level agreement are met or exceeded
  • Training, guiding and supporting allocated Seniors and handlers
  • Overseeing work allocation to team. Ensure target setting in place and consistent achievement at individual and team level
  • Maintaining required quality by performing audits
  • Ensuring customers are kept updated by the team
  • Use of MI reports to drive SLA achievement and identify anomalies
  • Produce MI at individual repairer level to drive network performance improvement
  • To handle customer complaints and escalate necessary issues
  • Complaint analysis to driver repair performance management
  • Carry out Training Needs Analysis and deliver appropriate training
  • Manage performance at team and individual level in the areas of productivity, quality and behaviours
  • To ensure all suppliers adhere to contractual obligations
  • Manage repair network administration and repair rectification service delivery
  • Manage network repair contracts
  • To actively drive performance of department via performance management, performance reviews and dashboards
  • Actively seek, investigate and present service enhancement opportunities
  • Implementation of communication strategy and staff mentoring (includes effective team meetings, 121’s, appraisals, daily focus meetings)
  • Resource planning, recruitment and transactional cost
  • Produce board reports encapsulating delivery of the Network Team’s performance to WNS stakeholders
  • Attendance at client review meetings

Qualifications, Knowledge and Experience


  • Advanced ability to interrogate data and MI accurately, preparing high level audience advanced reports using Visio and Excel
  • Feedback, coaching and training delivery experience
  • Organisation and planning experience
  • Problem solving skills and resolution
  • Leadership Qualities – consistent staff motivation, ensuring staff are competent, confident and understand expectations
  • Relationship management
  • Ability to work in a pressured and challenging environment
  • Knowledge of relevant legislation – Financial Ombudsman Service (FOS) & Financial Services Authority (FSA).
  • Resource planning, recruitment and transactional cost analysis experience

Generic Competencies

  • Communication
  • Results Focus
  • Client Focus
  • Developing Self and Others
  • Problem Solving
  • Quality Focus
  • Commercial Awareness
  • Systems of Work
  • Handling Systems

To apply, please email us here with a copy of your CV

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