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.
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