Manager, Insurance Contact Center Operations (FINRA Licensed)

1208 FSG - Cybertek Corp.; Jacksonville (FL); Sur place; USD 77 000 - 143 000; Plein temps

Avantages offerts par ce poste

Benefits program

Résumé du poste

DXC Insurance Software & BPS is seeking a senior operations leader to oversee large-scale contact center operations supporting life insurance, annuity, and financial services clients. This role leads through Associate Managers and operational leaders, ensuring exceptional customer experiences, regulatory compliance, workforce effectiveness, and continuous improvement.

The successful candidate will serve as a trusted partner to senior leadership, driving performance through people, processes,

Qualifications

• Ten+ years in leadership within contact center or service delivery environments.
• Experience leading multi-layer operational teams through associate managers.
• Strong governance, regulatory, and risk management fundamentals.

Responsabilités

• Lead end-to-end contact center operations through leaders and frontline teams.
• Meet service levels, quality, and customer experience objectives.
• Establish regular business reviews and governance cadence.
• Drive continuous improvement using data, root-cause analysis and KPI trends.
• Develop leaders, coach succession planning, and manage performance.
• Partner with clients to align priorities and strengthen relationships.

Connaissances

Leadership

Coaching

Data analytics

Communication

Regulatory compliance

Formation

Bachelor's degree

Description du poste

Job Description:DXC Insurance Software & BPS is seeking a senior operations leader to oversee large-scale contact center operations supporting life insurance, annuity, and financial services clients. This role leads through a team of Associate Managers and operational leaders, ensuring the delivery of exceptional customer experiences, operational excellence, regulatory compliance, workforce effectiveness, and continuous improvement.The successful candidate will serve as a trusted business partner to senior leadership, driving performance through the alignment of people, processes, technology, and client expectations. This position requires a leader who is equally comfortable managing operational performance, developing leaders, improving workflows, engaging with clients, and driving transformation initiatives within a highly regulated environment.Key ResponsibilitiesContact Center Operations LeadershipLead end-to-end contact center operations through Associate Managers and frontline leadership teams.Deliver consistent performance against service levels, quality standards, customer experience objectives, operational commitments, and contractual obligations.Establish a disciplined operational management cadence including daily, weekly, monthly, and quarterly business reviews.Monitor operational performance and proactively address risks affecting service delivery.Leadership of LeadersDirectly lead, coach, and develop Associate Managers and operational leaders.Create a high-accountability culture focused on performance, engagement, development, and customer outcomes.Build leadership capability through coaching, succession planning, mentoring, and performance management.Drive employee engagement and retention through effective leadership practices and communication.Operational Excellence & KPI ManagementOwn operational performance across service levels, productivity, quality, customer satisfaction, compliance, and workforce performance.Utilize operational data, KPI trends, root-cause analysis, and reporting insights to drive continuous improvement.Establish action plans and governance processes to ensure sustained operational improvements.Drive performance through data-driven decision making.Key metrics may include:Service Level AttainmentAverage Handle Time (AHT)Quality ScoresProductivity MetricsCustomer Satisfaction (CSAT)First Contact ResolutionEmployee EngagementCompliance MetricsCustomer Experience LeadershipOwn customer experience outcomes across multiple client accounts.Leverage customer feedback, escalation trends, quality reviews, survey results, and call analytics to identify improvement opportunities.Drive process changes that improve customer journeys and service outcomes.Partner with clients to understand priorities, resolve issues, and strengthen relationships.Process Transformation & Continuous ImprovementIdentify and lead opportunities to improve customer experience, productivity, quality, compliance, and operational efficiency.Drive workflow optimization, process redesign, automation, self-service expansion, and operational simplification initiatives.Champion innovation and AI-enabled solutions where appropriate.Implement scalable operational improvements that reduce defects and improve consistency across operations.Workforce OptimizationPartner closely with Workforce Management to align staffing, scheduling, and capacity plans with forecasted demand.Support service-level recovery plans during volume spikes, operational disruptions, or workforce shortages.Optimize resource utilization and staffing effectiveness across multiple client environments.Balance customer experience, employee engagement, and financial performance objectives.Client & Stakeholder ManagementServe as a trusted operational advisor to internal and external stakeholders.Lead client-facing operational discussions including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), performance reviews, and strategic planning sessions.Partner with Quality, Workforce Management, Training, Compliance, Technology, and Operations teams to deliver operational results.Build strong relationships with client leadership teams.Risk, Compliance & GovernanceEnsure compliance with FINRA regulations, client requirements, contractual obligations, and corporate policies.Promote strong governance, documentation discipline, audit readiness, and risk management practices.Maintain effective operational controls and oversight processes.Partner with Compliance, Legal, and Risk teams to ensure adherence to regulatory requirements.Business & Financial LeadershipSupport operational profitability through efficient resource utilization and productivity improvements.Contribute to cost reduction and margin improvement initiatives.Develop business cases supporting operational investments, process improvements, technology solutions, and staffing strategies.Support revenue retention and growth by delivering exceptional client service and operational performance.Top Core Competencies1. Contact Center Operations LeadershipLarge-scale contact center managementService delivery excellenceKPI managementOperational governanceWorkforce optimization2. Leadership of LeadersManaging managersLeadership developmentCoaching and mentoringAccountability systemsPerformance management3. Customer Experience LeadershipCustomer journey improvementService recoveryEscalation managementVoice-of-Customer programsClient relationship management4. Process Transformation & InnovationProcess improvementContinuous improvementOperational redesignAutomation initiativesAI-enabled solutions5. Risk, Compliance & GovernanceFINRA complianceRegulatory oversightAudit readinessOperational controlsPolicy and procedure governanceMinimum QualificationsHigh School Diploma or GED (required).Bachelor's Degree in Business, Operations, Technology, Finance, Insurance, or related field (preferred).10+ years of leadership experience within contact center, customer operations, BPO, BPS, or service delivery environments.8+ years leading supervisors, managers, or multi-layer operational organizations.Experience managing performance through operational leaders rather than direct frontline oversight.Experience in customer service, operations management, workforce management, or service delivery leadership roles.FINRA RequirementsCandidates must possess active FINRA licensing, such as:SIE (Securities Industry Essentials)Series 6 and/or Series 7Series 63 and/or Series 65/66Additional licenses including Series 24, Series 9/10, or Series 99 are highly desirable.Candidates must demonstrate:Strong understanding of FINRA regulations and controls.Experience operating in highly regulated financial services environments.Knowledge of audit, compliance, supervisory, and risk management practices.Ability to maintain licenses in good standing.Preferred ExperienceHighly preferred backgrounds include:Life Insurance OperationsAnnuity OperationsInsurance Business Process Services (BPS)Wealth Management OperationsBroker-Dealer OperationsFinancial Services Contact CentersThird-Party Administration (TPA)Outsourcing / BPO OperationsMulti-client Service Delivery EnvironmentsPreferred SkillsStrong analytical and problem-solving skills.Executive-level communication and presentation abilities.Root-cause analysis expertise.Experience leading operational turnarounds.Workforce planning and capacity management knowledge.Process transformation and operational excellence methodologies.Automation and AI-enabled service improvement experience.Ability to manage multiple priorities in a fast-paced environment.Strong stakeholder and client management capabilities.Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $76,700 - $142,500.Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.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 RicoDXC 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. View postings below.We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. 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