Continuous Improvement Leader - Insurance & BPO

At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.

Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.

Continuous Improvement Leader - Life and Annuity Backoffice Operations & Contact Center

Role Description - As the Continuous Improvement Leader, you will drive transformative initiatives across our Life and Annuity Operations, including back-office and contact center functions. This role focuses on leveraging Lean, Robotic Process Automation (RPA), Generative AI, and Conversational AI to improve customer experiences and operational efficiency. You will play a crucial hands-on role in optimizing call center metrics, such as Call Containment, Omnichannel interactions, First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT). We are seeking a professional with a strong background in Life Insurance Operations, a tech-savvy mindset, and proven expertise in operations and call center management.

Key Responsibilities:

Continuous Improvement Strategy Development:

• Define and execute a continuous improvement roadmap for Life and Annuity Operations and the contact center, aligning with business objectives.

• Identify and prioritize high-impact initiatives to enhance efficiency, customer experience, and call center metrics.

Conversational AI and Call Center Optimization:

• Drive Conversational AI initiatives, such as virtual assistants and chatbots, to improve customer self-service options, reduce call volumes, and enhance agent productivity.

• Analyze and optimize key call center metrics, focusing on AHT, FCR, CSAT, and containment rates through AI and automation solutions.

Lean Process Optimization:

• Lead Lean initiatives to streamline processes, reduce waste, and improve efficiency in both back-office and contact center operations.

• Promote a Lean mindset within teams and support cross-functional teams in adopting and sustaining improvements.

Robotic Process Automation (RPA) Management:

• Collaborate with the Automation team to identify, assess, and deploy RPA opportunities across the operations and contact center functions.

• Oversee the lifecycle of RPA implementations, ensuring efficient deployment, monitoring, and optimization.

Generative AI and Emerging Technologies:

• Identify opportunities to implement Generative AI, machine learning, and other emerging technologies to enhance contact center agent support and operational productivity.

• Develop and manage pilot programs, measure effectiveness, and scale successful AI-driven solutions.

Operational Excellence and Call Center Performance:

• Analyze current processes, workflows, and performance metrics to identify areas for improvement within both the back office and contact center.

• Establish benchmarks and define key performance indicators (KPIs) for operational efficiency, quality, and customer satisfaction.

Stakeholder Collaboration and Change Management:

• Partner with Operations, Technology, and Business teams to ensure seamless integration of new technologies and processes in the contact center.

• Lead change management efforts, training employees on new technologies and best practices while fostering collaboration and alignment.

Quality Assurance and Compliance:

• Oversee quality control measures to ensure compliance with industry standards and regulatory requirements.

• Implement risk management and control frameworks to maintain high levels of accuracy and reliability.

Requirements:

• Experience: 8+ years in Life Insurance Operations, with a proven track record in Continuous Improvement, Lean methodologies, RPA, Conversational AI, and call center operations.

• Technical Skills: Knowledge of RPA tools (e.g., UiPath, Automation Anywhere), Conversational AI platforms, Lean Six Sigma (Green/Black Belt certification preferred), and familiarity with AI/ML in Operations.

• Call Center Expertise: In-depth experience in call center management, including optimizing AHT, FCR, CSAT, and other KPIs. Knowledge of customer journey mapping and contact center best practices.

• Industry Knowledge: Understanding of Life and Annuity products, policy servicing, claims processing, and underwriting, with an emphasis on contact center operations.

• Project Management: Skilled in managing cross-functional projects from ideation to execution

• Communication Skills: Strong communication, presentation, and interpersonal skills to lead change and drive collaboration.