Life Insurance BPS Operations Supervisor

DXC Technology•Nashville, TN

About The Position

The Life Insurance BPS Supervisor is responsible for overseeing day-to-day business process operations supporting life insurance administration and servicing. This role provides operational leadership to a team of associates, ensuring work is completed accurately, efficiently, and in accordance with established service-level agreements (SLAs), quality standards, client requirements, and regulatory guidelines. The ideal candidate brings extensive knowledge of life insurance operations, strong people-management skills, and demonstrated experience leading teams in a business process services environment. The Supervisor will partner closely with internal stakeholders and clients to identify operational opportunities, resolve issues, improve processes, and maintain a high level of service delivery.

Requirements

10+ years of experience in the life insurance industry , preferably in policy administration, new business, underwriting support, policy servicing, claims support, or related operations.
2+ years of experience in an operations supervisory or team leadership role.
Strong understanding of life insurance products, policy administration, and insurance operations.
Demonstrated experience managing teams and meeting operational performance targets.
Experience working in a Business Process Services, shared services, outsourcing, or insurance operations environment.
Strong knowledge of operational controls, quality management, and SLA/KPI management.
Excellent analytical, organizational, and problem-solving skills.
Strong written and verbal communication skills.
Ability to manage multiple priorities in a deadline-driven environment.
Proficiency with Microsoft Office, particularly Excel and PowerPoint.

Nice To Haves

Bachelor's degree in Business Administration, Insurance, Finance, or a related field.
Experience supporting U.S. life insurance carriers or insurance service organizations.
Experience working with policy administration systems and insurance workflow platforms.
Experience with process improvement methodologies such as Lean or Six Sigma.
Experience managing client-facing operational relationships.
Insurance-related certifications or professional designations are a plus.

Responsibilities

Supervise daily operations for assigned life insurance business processes and ensure timely completion of work within established SLAs.
Monitor workloads, staffing levels, productivity, backlogs, and operational performance.
Assign work and manage priorities based on business volumes, client requirements, and team capacity.
Ensure processes are executed consistently and in accordance with documented procedures and controls.
Identify operational risks, bottlenecks, and service issues and implement appropriate corrective actions.
Escalate significant operational, client, compliance, or quality issues to management in a timely manner.
Lead, coach, and develop a team of operations associates and senior associates.
Conduct regular performance reviews, one-on-one meetings, coaching sessions, and performance improvement activities as needed.
Establish clear performance expectations and monitor individual and team results.
Support recruitment, onboarding, training, and development of team members.
Foster a culture of accountability, collaboration, continuous improvement, and customer service.
Identify high-potential employees and support career development and succession planning.
Provide subject-matter guidance on life insurance policy administration and servicing processes.
Oversee processes such as policy issuance, new business, underwriting support, policy changes, beneficiary updates, billing and payments, reinstatements, policy servicing, claims support, and related administrative activities, as applicable.
Review complex transactions and exceptions and provide guidance to team members.
Ensure appropriate documentation and processing controls are followed.
Stay current with life insurance products, operational practices, regulatory requirements, and client-specific procedures.
Monitor quality performance and ensure adherence to internal controls, policies, procedures, and client requirements.
Review quality trends and develop action plans to address recurring errors or process gaps.
Ensure appropriate handling of confidential customer and policy information.
Support internal and external audits and provide required documentation and operational reporting.
Promote compliance with applicable insurance regulations and organizational policies.
Prepare and review daily, weekly, and monthly operational reports.
Track KPIs including productivity, quality, turnaround time, SLA performance, backlog, error rates, and staffing utilization.
Analyze performance trends and communicate key findings and action plans to management.
Participate in operational reviews and client meetings as required.
Identify opportunities to improve efficiency, quality, customer experience, and cost effectiveness.
Lead or participate in continuous improvement initiatives, including process standardization and workflow optimization.
Collaborate with business, technology, quality, training, and client-facing teams on process enhancements.
Assist with implementation and transition of new processes, clients, products, or technologies.