Manager, Insurance Contact Center Operations (FINRA Licensed)

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.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $76,700 - $142,500.

Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

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.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below.

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