Life Insurance BPS Operations Supervisor

DXC Technology Company; Tennessee; On-site; USD 90,000 - 130,000; Full time

Job summary

DXC Technology Company seeks an experienced Life Insurance Operations Supervisor to oversee day-to-day life insurance processing, ensuring accuracy, efficiency, and SLA compliance.

You will lead a team of associates, partner with stakeholders, and drive process improvements while maintaining regulatory and client requirements.

Qualifications

• 10+ years of experience in the life insurance industry.
• 2+ years in a supervisory or team leadership role.
• Strong knowledge of life insurance products and operations.
• Experience with QA, SLAs, and KPI management.
• Experience in BPS/shared services/outsourcing.
• Excellent communication and analytical skills.
• Proficiency with Excel and PowerPoint.

Responsibilities

• Supervise daily life insurance operations within SLAs.
• Monitor workloads, staffing, and performance metrics.
• Assign work and manage priorities based on volumes.
• Identify risks and implement corrective actions.
• Lead, coach, and develop associates and senior associates.
• Support recruitment, onboarding, training, and development.
• Provide subject-matter guidance on policy administration and servicing.
• Prepare and review operational reports and KPIs.
• Collaborate on process improvements and lifecycle enhancements.
• Ensure documentation and controls are followed.

Skills

Leadership

Operations management

SLA management

Quality assurance

Team coaching

Regulatory compliance

Stakeholder collaboration

Tools

Microsoft Office

Excel

PowerPoint

Job description

Job Description:

The Life Insurance BPS Supervisor is responsible for overseeing day-to-day business process operations supporting life insurance administration and servicing. This role provides operational leadership to a team of associates, ensuring work is completed accurately, efficiently, and in accordance with established service-level agreements (SLAs), quality standards, client requirements, and regulatory guidelines.

The ideal candidate brings extensive knowledge of life insurance operations, strong people-management skills, and demonstrated experience leading teams in a business process services environment. The Supervisor will partner closely with internal stakeholders and clients to identify operational opportunities, resolve issues, improve processes, and maintain a high level of service delivery.

Key Responsibilities

Operations Management

• Supervise daily operations for assigned life insurance business processes and ensure timely completion of work within established SLAs.
• Monitor workloads, staffing levels, productivity, backlogs, and operational performance.
• Assign work and manage priorities based on business volumes, client requirements, and team capacity.
• Ensure processes are executed consistently and in accordance with documented procedures and controls.
• Identify operational risks, bottlenecks, and service issues and implement appropriate corrective actions.
• Escalate significant operational, client, compliance, or quality issues to management in a timely manner.

Team Leadership & People Management

• Lead, coach, and develop a team of operations associates and senior associates.
• Conduct regular performance reviews, one-on-one meetings, coaching sessions, and performance improvement activities as needed.
• Establish clear performance expectations and monitor individual and team results.
• Support recruitment, onboarding, training, and development of team members.
• Foster a culture of accountability, collaboration, continuous improvement, and customer service.
• Identify high-potential employees and support career development and succession planning.

Life Insurance Operations

• Provide subject-matter guidance on life insurance policy administration and servicing processes.
• Oversee processes such as policy issuance, new business, underwriting support, policy changes, beneficiary updates, billing and payments, reinstatements, policy servicing, claims support, and related administrative activities, as applicable.
• Review complex transactions and exceptions and provide guidance to team members.
• Ensure appropriate documentation and processing controls are followed.
• Stay current with life insurance products, operational practices, regulatory requirements, and client-specific procedures.

Quality & Compliance

• Monitor quality performance and ensure adherence to internal controls, policies, procedures, and client requirements.
• Review quality trends and develop action plans to address recurring errors or process gaps.
• Ensure appropriate handling of confidential customer and policy information.
• Support internal and external audits and provide required documentation and operational reporting.
• Promote compliance with applicable insurance regulations and organizational policies.

Reporting & Performance Management

• Prepare and review daily, weekly, and monthly operational reports.
• Track KPIs including productivity, quality, turnaround time, SLA performance, backlog, error rates, and staffing utilization.
• Analyze performance trends and communicate key findings and action plans to management.
• Participate in operational reviews and client meetings as required.

Process Improvement

• Identify opportunities to improve efficiency, quality, customer experience, and cost effectiveness.
• Lead or participate in continuous improvement initiatives, including process standardization and workflow optimization.
• Collaborate with business, technology, quality, training, and client-facing teams on process enhancements.
• Assist with implementation and transition of new processes, clients, products, or technologies.

Required Qualifications

• 10+ years of experience in the life insurance industry , preferably in policy administration, new business, underwriting support, policy servicing, claims support, or related operations.
• 2+ years of experience in an operations supervisory or team leadership role.
• Strong understanding of life insurance products, policy administration, and insurance operations.
• Demonstrated experience managing teams and meeting operational performance targets.
• Experience working in a Business Process Services, shared services, outsourcing, or insurance operations environment.
• Strong knowledge of operational controls, quality management, and SLA/KPI management.
• Excellent analytical, organizational, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a deadline-driven environment.
• Proficiency with Microsoft Office, particularly Excel and PowerPoint.