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.

6. Agency & Producer Solution Management

• Oversee end-to-end agency and producer administration activities, including agent onboarding, maintenance of licensing and appointment records, profile updates, and compliance with carrier and regulatory requirements.

• Manage commission-related operations such as validating commission setups, coordinating payout accuracy, investigating discrepancies, and resolving producer inquiries within defined turnaround times.

• Drive process governance and service excellence by monitoring workflow accuracy, partnering with internal and onshore stakeholders on escalations, and identifying opportunities to improve efficiency, controls, and producer experience.

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 (describe the qualifications considered essential to do the job, e.g., Chartered Accountancy, MBA, etc)

• · 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.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.