Operations Manager in US Life & Annuities

2062 CSC India; Dadri; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

DXC Technology seeks a senior operations leader to oversee a US Insurance services team in India, driving performance, engagement, and client satisfaction. The role emphasizes data-driven decision making, KPI tracking, and cross-functional collaboration.

The ideal candidate will possess 12–15 years in insurance operations with leadership experience, strong communication, and proficiency in Power BI and Excel. A graduate degree is required.

Qualifications

• 12–15 years of experience in US Insurance operations with at least 5–7 years in leadership.
• Proven leadership with strong people management across diverse teams.
• Excellent communication and interpersonal skills for internal and external stakeholders.
• Strong analytical mindset with data-driven decision-making and performance tracking.
• Demonstrated ability to manage client relationships and coordinate with multiple stakeholders.

Responsibilities

• Lead and develop a diverse team of Subject Matter Experts.
• Ensure adherence to SLAs, KPIs, and contractual obligations across processes.
• Monitor performance with defined metrics and dashboards; conduct reviews.
• Identify process gaps and drive optimization with cross-functional teams.
• Deliver accurate reports on daily, weekly, and monthly performance; present trends and risks.
• Maintain regular engagement with onshore stakeholders and communicate updates transparently.

Skills

Leadership

People Management

Communication

Data Analytics

Power BI

Excel

Stakeholder Mgmt

US Insurance Ops

Education

Graduate degree

Tools

Power BI

Excel

MS Office

Job description

Key Responsibilities

• 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

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 PowerPoint 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 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.