Job Description

Key Responsibilities includes:

1. Team Leadership & Development

• Lead, mentor, and manage a team comprising Process Associates and SME.
• Monitor individual and team performance, offering regular coaching and support to enhance productivity and quality.
• Foster a positive, motivated, and engaged team environment.

2. Operational Management

• Ensure consistent adherence to client-defined SLAs, KPIs, and contractual obligations.
• Manage escalations, resolve client and customer concerns, and address overpayment issues promptly.
• Conduct regular performance evaluations and monthly one-on-one sessions.
• Bring hands-on experience in managing process migrations and system conversions.

3. Process Optimization

• Identify gaps and opportunities for process improvement and efficiency.
• Collaborate closely with quality, training, and workforce management teams to drive continuous improvement.
• Support automation and digitization initiatives wherever applicable.

4. Reporting & Insights

• Prepare and analyse daily, weekly, and monthly operational reports.
• Share actionable insights and strategic recommendations with senior leadership and clients.
• Track and report key metrics such as team performance, attrition, and attendance.

5. Client Communication

• Maintain regular communication with onshore counterparts to align on expectations, process updates, and changes.

Skills/Knowledge/Experience required

• 10+ years into US Insurance operations, preferably Life and annuities (including 3–5 years in a leadership role)
• Proven leadership abilities with strong people management skills.
• Excellent communication and interpersonal skills to effectively engage with teams and stakeholders.
• Strong analytical mindset with a data-driven approach to decision-making.
• Experience in client relationship management and stakeholder coordination.
• Solid understanding of key operational metrics such as AHT, CSAT, SLA, and others.
• Ability to perform under pressure while managing multiple priorities efficiently.
• Proficient in using CRM tools, workforce management systems, and reporting platforms.
• Advanced skills in Microsoft Office, particularly Excel, Power BI, and PowerPoint.

Qualifications

• Graduate in any stream
• Certification in Life Insurance Domain will be an added advantage.

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.

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