Operations Business Processing Manager- Nashville- TN

DXC Technology • Nashville, TN

2d • Hybrid

About The Position

DXC Technology's Insurance Software and BPS (ISB) division helps insurers globally modernize and scale their core operations. This role is crucial in transforming policy, underwriting, and claims systems that millions rely on daily. The Operations Business Processing Manager leads end-to-end customer support center operations, managing teams to deliver high-quality service outcomes. This position is accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment. The role will partner closely with the Contact Center Operation Leadership team, serving as a trusted advisor across accounts. It is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.

Requirements

• Bachelor’s degree (Business, Technology, or related field preferred) or equivalent
• Must be legally authorized to work in US without requiring sponsorship now nor in the future
• 5+ years of BPO/BPS Operations contact center experience
• 10+ years in a leadership role managing teams within contact center environment
• Experience in multi-channel support environments and contact center technologies
• Exposure to financial services / Life & Annuity BPS/BPO operations
• Experience working in compliance-driven environments (e.g., regulatory, audit, risk frameworks)
• Familiarity with AI and automation tools for contact center optimization
• Manages SLAs, AHT, quality, and productivity metrics
• Uses data and dashboards to drive performance and accountability
• Builds high-performing teams through coaching, development, and succession planning
• Creates a culture of accountability, engagement, and continuous improvement
• Drives improvements in customer satisfaction, first-call resolution, and overall experience
• Translates insights into actionable change initiatives
• Aligns capacity planning and staffing models to business demand
• Maximize efficiency through effective workforce strategies
• Operates effectively in compliance-driven environments
• Leverages AI, automation, and digital tools to modernize contact center operations
• Anticipates business needs and drives forward-looking solutions

Responsibilities

• Oversee day-to-day contact center operations, ensuring delivery against SLAs, KPIs, and quality standards
• Drive measurable results across people, process, and technology pillars: People: Build, develop, and retain high-performing teams through coaching and performance management; Process: Standardize, optimize, and continuously improve workflows to drive efficiency and quality; Technology: Leverage tools, automation, and AI to enhance productivity and customer outcomes
• Serve as a strategic advisor to Operations leadership, providing insights, recommendations, and execution support across all accounts
• Partner directly with leadership to translate strategy into execution, ensuring alignment across global delivery teams
• Work together with WFM Manager regarding staffing and workforce utilization aligned to demand and financial targets
• Improve customer experience through data-driven insights, feedback loops, and root cause analysis
• Ensure adherence to regulatory, client, and internal compliance requirements
• Drive cross-region consistency and best practice adoption (Americas, Canada, Costa Rica, Philippines)
• Identify and implement automation, AI, and transformation initiatives to improve efficiency, quality, and scalability

Benefits

• Equal Opportunity employer
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager