Job Description:

Key Responsibilities includes:

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 leadership experience with strong people management capabilities

across diverse teams

- Excellent communication and interpersonal skills to engage effectively with

internal teams and external stakeholders

- Strong analytical mindset with a clear focus on data-driven decision-making and performance tracking
- Demonstrated ability in managing client relationships and coordinating with multiple stakeholders
- In-depth understanding of operational metrics such as AHT, CSAT, SLA, and their impact on service delivery
- Ability to work under pressure while managing competing priorities and tight timelines
- Advanced proficiency in Microsoft Office Suite, especially Excel, Power BI, and Power Point for reporting and analysis

Educational Qualifications:

- Graduate in any stream

Preferred Certifications:

- LOMA / ALMI / FLMI certifications (highly preferred)
- Six Sigma Green Belt / Lean Certification (advantageous

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive setting where everyone can thrive.

📌 Operations Manager in US Life & Annuities (India)
🏢 2062 CSC India
📍 India