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 a