Operations Manager in US Life & Annuities

dxctechnology; Dadri; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

DXC Technology seeks a senior operations leader to guide a diverse team in US Insurance operations, focusing on ownership, accountability, and continuous learning. You will drive performance through metrics, dashboards, and regular coaching, while ensuring service levels and client expectations are met.

Strong Excel, Power BI, and PowerPoint skills are required to enable data-driven reporting and process improvements across cross-functional groups.

Qualifications

• 12–15 years of experience in a leadership role in US Insurance operations.
• Proven leadership with strong people management.
• Excellent communication and interpersonal skills.
• Strong analytical mindset with data-driven decision-making.

Responsibilities

• Lead and manage a diverse team of subject matter experts.
• Ensure adherence to SLAs, KPIs, and contractual obligations.
• Handle client escalations with urgency and professionalism.
• Lead process transitions, system upgrades, and change management.
• Monitor team performance with metrics and dashboards; conduct monthly reviews.
• Identify inefficiencies and close process gaps with cross-functional teams.
• Support automation and digital transformation for productivity.
• Deliver accurate reports on daily, weekly, and monthly performance.
• Maintain regular engagement with onshore stakeholders to align on priorities.

Skills

Leadership

People management

Communication

Analytical mindset

Stakeholder management

Data-driven decision making

Working under pressure

Process improvement

Education

Graduate in any stream

Tools

Excel

Power BI

PowerPoint

MS Office

Job description

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 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.