Manager - Insurance Call Center (FINRA certified)

DXC Technology Inc.; Nashville (TN); On-site; USD 120,000 - 180,000; Full time

Job summary

DXC Technology Inc. is seeking a senior leader to head the Insurance Software and BPS contact center operations in the United States.

This role drives end‑to‑end customer support, manages a team of Associate Managers, and ensures service level attainment and continuous improvement across policy administration, claims, and related processes. The ideal candidate has 9+ years of contact center leadership, 10+ years in management, and experience with multi‑channel environments and regulatory

Qualifications

• Bachelor’s degree required in business, technology, or related field.
• 9+ years of contact center leadership experience.
• 10+ years in a leadership role managing teams.
• Experience in multi-channel support environments and contact center technologies.

Responsibilities

• Lead day‑to‑day contact center operations through Associate Managers while meeting SLAs and KPIs.
• Provide coaching and accountability to Associate Managers to drive performance and development.
• Establish a disciplined performance rhythm with reviews, root‑cause analysis, and action plans.
• Improve customer experience using feedback, call trends, and data insights.
• Collaborate with stakeholders to optimize processes, workflows, and service delivery models.
• Ensure regulatory, contractual, and internal policy compliance across operations.
• Coordinate with workforce management, quality, training, technology, and operations partners.
• Identify and lead continuous improvement to reduce defects and increase efficiency.
• Support revenue growth and cost efficiency through effective resource utilization.

Skills

Leadership

People Development

Customer Experience

Data Analysis

Strategic Thinking

Regulatory Compliance

Education

Bachelor's degree in Business/Technology

Tools

CRM software

Workforce Management systems

Job description

DXC Technology 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.

DXC’s Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI‑driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets.

You’ll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.

Leads end‑to‑end customer support center operations, managing a team of Associate Managers to deliver high‑quality service outcomes.

Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance‑driven environment.

This role partners closely and works hand‑in‑hand with the Head of BPS Contact Center Operations, serving as a trusted advisor across all aspects of the operation.

The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.

Key Responsibilities

• Lead day‑to‑day contact center operations through a team of Associate Managers, ensuring consistent execution against SLAs, KPIs, quality standards, client expectations, and operational commitments
• Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business priorities
• Drive a disciplined performance management operating rhythm, including metric reviews, root‑cause analysis, action planning, coaching follow‑up, and sustained improvement in service delivery outcomes
• Monitor and improve the customer experience by leveraging feedback, call trends, quality insights, operational data, and escalation patterns to identify gaps and implement targeted improvements
• Partner closely with internal and client stakeholders to optimize processes, systems, workflows, and service delivery models, ensuring scalable solutions that support operational efficiency and business growth
• Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readiness
• Collaborate with workforce management, quality, training, technology, and operations partners to align staffing, training, tools, and process improvements to business needs and performance objectives
• Identify and lead continuous improvement opportunities that reduce defects, improve productivity, strengthen controls, enhance customer experience, and increase operational consistency across accounts
• Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross‑selling opportunities, and ensuring effective resource utilization

Top 5 Core Competencies

• Operational Excellence & KPI Management Strong ability to manage SLAs, AHT, quality, and productivity metrics Uses data insights to drive decision‑making and continuous improvement
• Leadership & People Development Builds high‑performing teams through coaching, mentoring, and performance management Drives accountability while fostering engagement and retention
• Customer Experience & Service Delivery Focus on improving end‑to‑end customer journeys and satisfaction outcomes Translate customer feedback into actionable improvements
• Workforce & Resource Optimization Aligns staffing models to forecasted demand applying consideration to margin Maximizes efficiency through balancing performance to goal perimeter
• Strategic Thinking & Continuous Improvement Oversees invoicing accuracy to ensure expected revenue aligns with invoice output and contractual requirements Identifies opportunities for process improvement, automation, and innovation Drives initiatives that enhance quality, efficiency, and cost effectiveness

Qualifications

• Bachelor’s degree (Business, Technology, or related field preferred)
• 9+ years of contact center leadership experience
• 10+ years in a leadership role managing teams
• Experience in multi‑channel support environments and contact center technologies

FINRA Requirements

• Active FINRA licenses, such as: SIE (Securities Industry Essentials) Series 6 and/or Series 7
• Series 63 and/or Series 65/66
• Ability to maintain and renew licenses in good standing throughout employment.
• Strong knowledge of FINRA compliance, securities regulations, and client interaction standards.
• Experience working in a regulated financial environment, ensuring adherence to audit and compliance controls.

Preferred Skills

• Strong analytical and problem‑solving capabilities
• Excellent communication and stakeholder management skills
• Ability to manage multiple priorities in a fast‑paced environment
• Experience driving transformation and change initiatives

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.

If you are an applicant from the United States, Guam, or Puerto Rico DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.

We participate in E‑Verify.

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.