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.
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