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.

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