Manager Business Process Solutions / RR-0376200

2062 CSC India; Dadri; Hybrid; INR 3,500,000 - 5,500,000; Full time

Job summary

DXC Technology in India seeks a senior operations leader to guide a large team of process associates and SMEs. You will ensure delivery against client SLAs, drive performance, and manage escalations while promoting continuous improvement and automation initiatives.

You will partner with onshore teams, manage agency and producer processes, and provide data-driven insights using CRM tools and Power BI. The role blends hands-on leadership with strategic oversight in a dynamic environment.

Qualifications

• 10+ years in US Insurance operations, 3–5 years in leadership roles
• Proven leadership and people management skills
• Strong communication and stakeholder engagement
• Experience with key metrics like AHT, CSAT, SLA and CRM tools

Responsibilities

• Lead and mentor a team of Process Associates and SMEs.
• Ensure SLAs, KPIs, and contractual obligations are met.
• Drive process improvements and automation initiatives.
• Prepare operational reports and share insights with leadership and clients.
• Oversee agency and producer administration, including licensing, payouts, and regulatory compliance.

Skills

Team Leadership

Operations Management

Process Improvement

Reporting & Analytics

Client Communication

CRM Tools

Power BI

Excel

Education

Graduate degree

Tools

CRM tools

Workforce management systems

Power BI

Excel

Job description

Key Responsibilities includes:

1. Team Leadership & Development Lead, mentor, and manage a team comprising Process Associates and SME. Monitor individual and team performance, offering regular coaching and support to enhance productivity and quality. Foster a positive, motivated, and engaged team environment.
2. Operational Management Ensure consistent adherence to client-defined SLAs, KPIs, and contractual obligations. Manage escalations, resolve client and customer concerns, and address overpayment issues promptly. Conduct regular performance evaluations and monthly one-on-one sessions. Bring hands-on experience in managing process migrations and system conversions.
3. Process Optimization Identify gaps and opportunities for process improvement and efficiency. Collaborate closely with quality, training, and workforce management teams to drive continuous improvement. Support automation and digitization initiatives wherever applicable.
4. Reporting & Insights Prepare and analyse daily, weekly, and monthly operational reports. Share actionable insights and strategic recommendations with senior leadership and clients. Track and report key metrics such as team performance, attrition, and attendance.
5. Client Communication Maintain regular communication with onshore counterparts to align on expectations, process updates, and changes.
6. Agency & Producer Solution Management Oversee end-to-end agency and producer administration activities, including agent onboarding, maintenance of licensing and appointment records, profile updates, and compliance with carrier and regulatory requirements. Manage commission-related operations such as validating commission setups, coordinating payout accuracy, investigating discrepancies, and resolving producer inquiries within defined turnaround times. Drive process governance and service excellence by monitoring workflow accuracy, partnering with internal and onshore stakeholders on escalations, and identifying opportunities to improve efficiency, controls, and producer experience.

Skills/Knowledge/Experience required

10+ years into US Insurance operations, preferably Life and annuities (including 3-5 years in a leadership role) Proven leadership abilities with strong people management skills. Excellent communication and interpersonal skills to effectively engage with teams and stakeholders. Strong analytical mindset with a data-driven approach to decision-making. Experience in client relationship management and stakeholder coordination. Solid understanding of key operational metrics such as AHT, CSAT, SLA, and others. Ability to perform under pressure while managing multiple priorities efficiently. Proficient in using CRM tools, workforce management systems, and reporting platforms. Advanced skills in Microsoft Office, particularly Excel, Power BI, and PowerPoint.

Qualifications (describe the qualifications considered essential to do the job, e.g., Chartered Accountancy, MBA, etc)

• Graduate in any stream
• Certification in Life Insurance Domain will be an added advantage.

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 environment where everyone can thrive.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.