Insurance BPS Leader

Job Description:

ABOUT DXC

DXC Technology is a Fortune 500 Global IT Services Leader and is ranked at 152. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services that transform global businesses. We deliver excellence for our customers, colleagues and communities around the world.

Accelerate your career and reimagine the possibilities with DXC!

We inspire and take care of our people. Work in a culture that encourages innovation and where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. Leverage technology skills and deep industry knowledge to help clients. Work on transformation programs that modernize operations and drive innovation across our customer’s entire IT estate using the latest technologies in cloud, applications, security, IT Outsourcing, business process outsourcing and modern workplace.

“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.” #DXCSMARTFirst

Key Responsibilities

Operational Leadership & Service Delivery

• Provide end-to-end leadership of Life & Annuities operations, ensuring deliery consistently meets or exceeds SLAs, contractual commitments, and internal performance benchmarks
• Establish and enforce a disciplined operating rhythm including daily, weekly, and monthly performance reviews with clear accountability for results
• Own and drive performance across all core KPIs (service level, productivity, quality, accuracy, turnaround time, customer experience, financial results) with defined targets and recovery plans
• Proactively identify performance gaps using data insights and lead rapid, structured interventions to stabilize and improve outcomes
• Ensure strong operational governance through reporting, metrics standardization, and visibility to leadership and client stakeholders
• Drive a culture of execution excellence, accountability, and continuous improvement across all levels of the operation

People Leadership & Capability Building

• Lead a multi-layered organization through managers, building strong leadership capability and clear succession pipelines
• Establish clear performance expectations, coaching frameworks, and accountability mechanisms to drive consistent results
• Implement structured talent development plans, including leadership readiness, skill-building, and targeted upskilling aligned to business needs
• Drive employee engagement and retention through recognition, career pathing, and effective communication • Address performance gaps through timely, constructive feedback and performance management actions
• Foster an inclusive, high-performance culture grounded in ownership, collaboration, and continuous learning

Client & Stakeholder Management

• Serve as a strategic partner to clients, ensuring transparency, trust, and consistent delivery against commitments
• Lead governance routines including business reviews, performance reporting, and escalation management
• Partner cross-functionally with WFM, Training, QA, Compliance, Technology, and Transformation to drive aligned outcomes

Risk, Compliance & Controls

• Ensure adherence to regulatory requirements, audit standards, and internal controls within the Life & Annuities environment
• Proactively identify risks and implement structured mitigation plans with clear ownership and timelines
• Drive root cause analysis and sustainable corrective actions

Process Improvement & Transformation

• Lead continuous improvement initiatives focused on standardization, automation, and efficiency
• Partner with technology and transformation teams to enable digital solutions and scalability
• Drive innovation to improve cost-to-serve and enhance delivery quality

Financial & Resource Management

• Manage budgets, forecasts, staffing models, and expenses to meet financial targets
• Optimize capacity planning and resource utilization to balance cost and service outcomes

Strategic Contribution

• Identify opportunities to scale operations, enhance client value, and improve operational capability
• Contribute to business strategy with a focus on measurable impact and long-term sustainability

Core Competencies

Operational Execution & Performance Leadership

Drives disciplined execution in a high-volume, KPI-driven environment; ensures consistent delivery against SLAs through structured governance, accountability, and performance management.

Financial & Business Acumen

Understands and manages key financial levers including cost-to-serve, productivity, and margin; aligns operational decisions with business and client financial objectives.

Risk, Compliance & Control Management

Leads with a strong control mindset; ensures adherence to regulatory requirements and proactively manages operational risk through structured frameworks.

Talent Leadership & Organizational Development

Builds and develops high-performing teams through effective leadership, coaching, succession planning, and engagement strategies; drives a culture of accountability and growth.

Transformation, Analytics & Continuous Improvement

Leverages data, automation, and process optimization to drive efficiency, scalability, and innovation; champions continuous improvement and digital adoption.

Basic Qualifications

• Bachelor’s degree in Business, Finance, Insurance, Operations, Technology, or related field (or equivalent experience)
• 15+ years of experience in BPS, contact center, insurance operations, or business process management
• 8+ years of Life & Annuities domain expertise
• Proven experience leading large, multi-level teams in a metric-driven environment
• Strong understanding of call center operations, WFM, compliance, and service delivery
• Demonstrated expertise in performance management, process optimization, and risk management
• Strong executive communication, analytical, financial, and problem-solving skills

Preferred Qualifications

• Advanced degree preferred
• Relevant certifications (FINRA, LOMA, Six Sigma, PMP)
• Experience leading large-scale transformation, automation, or platform migration initiatives
• Proven ability to influence across functions and drive accountability in complex environments

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.