Manager Business Process Solutions / RR-0376200

DXC Technology; India; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

DXC Technology in India seeks an experienced Operations Leader for US Insurance processes. You will lead a team of Process Associates and SMEs, ensuring high quality and adherence to SLAs.

You will drive process improvement, manage migrations, and oversee agency and producer administration, including licensing, compliance, and payout inquiries. Excellent communication and data-driven decisions are essential.

Qualifications

• 10+ years in US Insurance operations, including 3–5 years in a leadership role.
• Proven leadership with strong people management skills.
• Excellent communication and interpersonal skills to 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.
• Proficient in using CRM tools, workforce management systems, and reporting platforms.
• Advanced skills in Microsoft Office, particularly Excel, Power BI, and PowerPoint.

Responsibilities

• Lead, mentor, and manage a team comprising Process Associates and SME.
• Ensure adherence to client KPIs, KPIs, and contractual obligations.
• Handle escalations, resolve client concerns, and manage overpayments.
• Conduct regular performance reviews and monthly coaching sessions.
• Bring hands-on experience in managing process migrations and system conversions.
• 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.
• Oversee agency and producer administration activities including licensing, onboarding, and compliance.

Skills

Leadership

Communication

Analytics & data-driven decisions

Client relationship management

Stakeholder coordination

Pressure management

Education

Graduate in any stream

Life Insurance domain certification

Tools

CRM tools

Workforce management systems

Reporting platforms

Excel

Power BI

PowerPoint

Job description

Key Responsibilities

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.