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.
Skills Required
- Bachelor's degree in a relevant field or equivalent education and experience
- 7+ years of relevant work experience
- Minimum 3 years in a similar role
- Proven experience in business process services and project management
- Experience managing business process improvement projects
- Proficient in process analysis and improvement
DXC Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about DXC Technology and has not been reviewed or approved by DXC Technology.
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Healthcare Strength — Health coverage includes multiple national carrier options and plan types, with HSA eligibility where applicable. Feedback suggests the medical, dental, and vision lineup is broad and comparable to large-firm offerings.
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Retirement Support — A 401(k) program with employer matching and an annual true-up is available, with standard vesting provisions. This structure can help employees capture matching contributions over the year if contribution rates vary.
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Leave & Time Off Breadth — Flexible or “unlimited” vacation is offered for many U.S. roles instead of accrual-based PTO. Feedback suggests the approach can support work-life balance when team norms allow adequate time away.
DXC Technology Insights
What We Do
DXC Technology is a Fortune 500 global IT services leader. 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 across the Enterprise Technology Stack to drive business impact. DXC is an employer of choice with strong values, and fosters a culture of inclusion, belonging and corporate citizenship. We are DXC.
