Job Description:

DXC Insurance Software & BPS is seeking a senior operations leader to oversee large-scale contact center operations supporting life insurance, annuity, and financial services clients. This role leads through a team of Associate Managers and operational leaders, ensuring the delivery of exceptional customer experiences, operational excellence, regulatory compliance, workforce effectiveness, and continuous improvement.

The successful candidate will serve as a trusted business partner to senior leadership, driving performance through the alignment of people, processes, technology, and client expectations. This position requires a leader who is equally comfortable managing operational performance, developing leaders, improving workflows, engaging with clients, and driving transformation initiatives within a highly regulated environment.

Key Responsibilities

Contact Center Operations Leadership

• Lead end-to-end contact center operations through Associate Managers and frontline leadership teams.
• Deliver consistent performance against service levels, quality standards, customer experience objectives, operational commitments, and contractual obligations.
• Establish a disciplined operational management cadence including daily, weekly, monthly, and quarterly business reviews.
• Monitor operational performance and proactively address risks affecting service delivery.

Leadership of Leaders

• Directly lead, coach, and develop Associate Managers and operational leaders.
• Create a high-accountability culture focused on performance, engagement, development, and customer outcomes.
• Build leadership capability through coaching, succession planning, mentoring, and performance management.
• Drive employee engagement and retention through effective leadership practices and communication.

Operational Excellence & KPI Management

• Own operational performance across service levels, productivity, quality, customer satisfaction, compliance, and workforce performance.
• Utilize operational data, KPI trends, root-cause analysis, and reporting insights to drive continuous improvement.
• Establish action plans and governance processes to ensure sustained operational improvements.
• Drive performance through data-driven decision making.

Key metrics may include:

• Service Level Attainment
• Average Handle Time (AHT)
• Quality Scores
• Productivity Metrics
• Customer Satisfaction (CSAT)
• First Contact Resolution
• Employee Engagement
• Compliance Metrics

Customer Experience Leadership

• Own customer experience outcomes across multiple client accounts.
• Leverage customer feedback, escalation trends, quality reviews, survey results, and call analytics to identify improvement opportunities.
• Drive process changes that improve customer journeys and service outcomes.
• Partner with clients to understand priorities, resolve issues, and strengthen relationships.

Process Transformation & Continuous Improvement

• Identify and lead opportunities to improve customer experience, productivity, quality, compliance, and operational efficiency.
• Drive workflow optimization, process redesign, automation, self-service expansion, and operational simplification initiatives.
• Champion innovation and AI-enabled solutions where appropriate.
• Implement scalable operational improvements that reduce defects and improve consistency across operations.

Workforce Optimization

• Partner closely with Workforce Management to align staffing, scheduling, and capacity plans with forecasted demand.
• Support service-level recovery plans during volume spikes, operational disruptions, or workforce shortages.
• Optimize resource utilization and staffing effectiveness across multiple client environments.
• Balance customer experience, employee engagement, and financial performance objectives.

Client & Stakeholder Management

• Serve as a trusted operational advisor to internal and external stakeholders.
• Lead client-facing operational discussions including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), performance reviews, and strategic planning sessions.
• Partner with Quality, Workforce Management, Training, Compliance, Technology, and Operations teams to deliver operational results.
• Build strong relationships with client leadership teams.

Risk, Compliance & Governance

• Ensure compliance with FINRA regulations, client requirements, contractual obligations, and corporate policies.
• Promote strong governance, documentation discipline, audit readiness, and risk management practices.
• Maintain effective operational controls and oversight processes.
• Partner with Compliance, Legal, and Risk teams to ensure adherence to regulatory requirements.

Business & Financial Leadership

• Support operational profitability through efficient resource utilization and productivity improvements.
• Contribute to cost reduction and margin improvement initiatives.
• Develop business cases supporting operational investments, process improvements, technology solutions, and staffing strategies.
• Support revenue retention and growth by delivering exceptional client service and operational performance.

Top Core Competencies

1. Contact Center Operations Leadership

• Large-scale contact center management
• Service delivery excellence
• KPI management
• Operational governance
• Workforce optimization

2. Leadership of Leaders

• Managing managers
• Leadership development
• Coaching and mentoring
• Accountability systems
• Performance management

3. Customer Experience Leadership

• Customer journey improvement
• Service recovery
• Escalation management
• Voice-of-Customer programs
• Client relationship management

4. Process Transformation & Innovation

• Process improvement
• Continuous improvement
• Operational redesign
• Automation initiatives
• AI-enabled solutions

5. Risk, Compliance & Governance

• FINRA compliance
• Regulatory oversight
• Audit readiness
• Operational controls
• Policy and procedure governance

Minimum Qualifications

• High School Diploma or GED (required).
• Bachelor's Degree in Business, Operations, Technology, Finance, Insurance, or related field (preferred).
• 10+ years of leadership experience within contact center, customer operations, BPO, BPS, or service delivery environments.
• 8+ years leading supervisors, managers, or multi-layer operational organizations.
• Experience managing performance through operational leaders rather than direct frontline oversight.
• Experience in customer service, operations management, workforce management, or service delivery leadership roles.

FINRA Requirements

Candidates must possess active FINRA licensing, such as:

• SIE (Securities Industry Essentials)
• Series 6 and/or Series 7
• Series 63 and/or Series 65/66

Additional licenses including Series 24, Series 9/10, or Series 99 are highly desirable.

Candidates must demonstrate:

• Strong understanding of FINRA regulations and controls.
• Experience operating in highly regulated financial services environments.
• Knowledge of audit, compliance, supervisory, and risk management practices.
• Ability to maintain licenses in good standing.

Preferred Experience

Highly preferred backgrounds include:

• Life Insurance Operations
• Annuity Operations
• Insurance Business Process Services (BPS)
• Wealth Management Operations
• Broker-Dealer Operations
• Financial Services Contact Centers
• Third-Party Administration (TPA)
• Outsourcing / BPO Operations
• Multi-client Service Delivery Environments

Preferred Skills

• Strong analytical and problem-solving skills.
• Executive-level communication and presentation abilities.
• Root-cause analysis expertise.
• Experience leading operational turnarounds.
• Workforce planning and capacity management knowledge.
• Process transformation and operational excellence methodologies.
• Automation and AI-enabled service improvement experience.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder and client management capabilities.

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