Team Leadership & Development
- Lead and manage a diverse team comprising Subject Matter Experts.
- Build a culture that values ownership, accountability, and continuous learning
- Identify skill gaps, support individual development plans, and encourage cross-functional collaboration
- Drive team engagement through regular coaching, constructive feedback, and timely recognition
Operational Management
- Ensure consistent adherence to SLAs, KPIs, and contractual obligations across all processes
- Handle client escalations with urgency and professionalism, ensuring timely resolution
- Lead process transitions, system upgrades, and ensure minimal disruption during change management
Performance Management
- Monitor team performance using defined metrics and dashboards
- Conduct monthly performance reviews and initiate corrective actions where needed
- Use data insights to identify patterns, address issues, and improve overall outcomes
Process Optimization
- Identify inefficiencies and close process gaps through structured analysis
- Collaborate with quality, training, and workforce management teams to align on improvement initiatives
- Support automation and digital transformation efforts to enhance productivity and Accuracy
Reporting & Insights
- Deliver accurate and timely reports on daily, weekly, and monthly performance
- Present trends, risks, and recommendations to leadership for informed decision-making
- Track and analyse key metrics including productivity, attrition, and attendance
Client Management
- Maintain regular engagement with onshore stakeholders to align on priorities and
expectations
- Communicate process updates, changes, and performance outcomes with transparency
- Ensure consistent and timely communication to build trust and maintain service quality
Skills & Experience Required
- 12–15 years (with a minimum of 5–7 years in a leadership role) of experience
into US Insurance operations
- Proven
📌 Operations Manager in US Life (Noida)
🏢 DXC Technology
📍 Noida
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