Operations Manager in US Life & Annuities

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.