Life Insurance BPS Operations Supervisor

Job Description:

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.

Key Responsibilities

Operations Management

• 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.

Team Leadership & People Management

• 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.

Life Insurance Operations

• 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.

Quality & Compliance

• 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.

Reporting & Performance Management

• 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.

Process Improvement

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Core Competencies

• People Leadership
• Life Insurance Operations Expertise
• Client & Customer Focus
• Operational Excellence
• Quality & Risk Management
• Problem Solving & Decision Making
• Performance Management
• Process Improvement
• Communication & Collaboration
• Accountability & Ownership

Key Performance Indicators

Success in this role may be measured through:

• SLA and turnaround-time achievement
• Team productivity and utilization
• Quality and accuracy metrics
• Backlog management
• Customer/client satisfaction
• Employee performance and retention
• Process improvement results
• Compliance and audit performance
• Timeliness and effectiveness of issue resolution

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

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