Operations Manager in US Life and Annuities

Job Description:

Key Responsibilities includes:

Team Leadership & Development

• Lead and manage a diverse team comprising Subject Matter Experts.

• Build a culture that values ownership, accountability, and continuous learning
• Identify skill gaps, support individual development plans, and encourage cross-functional collaboration
• Drive team engagement through regular coaching, constructive feedback, and timely recognition

Operational Management

• Ensure consistent adherence to SLAs, KPIs, and contractual obligations across all processes
• Handle client escalations with urgency and professionalism, ensuring timely resolution
• Lead process transitions, system upgrades, and ensure minimal disruption during change management

Performance Management

• Monitor team performance using defined metrics and dashboards
• Conduct monthly performance reviews and initiate corrective actions where needed
• Use data insights to identify patterns, address issues, and improve overall outcomes

Process Optimization

• Identify inefficiencies and close process gaps through structured analysis
• Collaborate with quality, training, and workforce management teams to align on improvement initiatives

• Support automation and digital transformation efforts to enhance productivity and Accuracy

Reporting & Insights

• Deliver accurate and timely reports on daily, weekly, and monthly performance
• Present trends, risks, and recommendations to leadership for informed decision-making
• Track and analyse key metrics including productivity, attrition, and attendance

Client Management

• Maintain regular engagement with onshore stakeholders to align on priorities and

expectations

• Communicate process updates, changes, and performance outcomes with transparency
• Ensure consistent and timely communication to build trust and maintain service quality

Skills & Experience Required

• 12–15 years (with a minimum of 5–7 years in a leadership role) of experience

into US Insurance operations

• Proven leadership experience with strong people management capabilities

across diverse teams

• Excellent communication and interpersonal skills to engage effectively with

internal teams and external stakeholders

• Strong analytical mindset with a clear focus on data-driven decision-making and performance tracking
• Demonstrated ability in managing client relationships and coordinating with multiple stakeholders
• In-depth understanding of operational metrics such as AHT, CSAT, SLA, and their impact on service delivery
• Ability to work under pressure while managing competing priorities and tight timelines
• Advanced proficiency in Microsoft Office Suite, especially Excel, Power BI, and PowerPoint for reporting and analysis

Educational Qualifications:

• Graduate in any stream

Preferred Certifications:

• LOMA / ALMI / FLMI certifications (highly preferred)
• Six Sigma Green Belt / Lean Certification (advantageous

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.