Leadership level – Insurance Contact Centre Operations

Job Title: Manager, Business Process Transactions – Insurance Call Center Operations

Location: Nashville, TN – Onsite role

Full time

Client is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, Client modernizes, secures, and operates some of the world's most complex technology estates.

Client’s Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI-driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You’ll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.

Leads end-to-end customer support center operations, managing a team of Associate Managers to deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment.

This role partners closely and works hand-in-hand with the Head of BPS Contact Center Operations, serving as a trusted advisor across all aspects of the operation. The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.

Key Responsibilities

• Lead day-to-day contact center operations through a team of Associate Managers, ensuring consistent execution against SLAs, KPIs, quality standards, client expectations, and operational commitments
• Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business priorities
• Drive a disciplined performance management operating rhythm, including metric reviews, root-cause analysis, action planning, coaching follow-up, and sustained improvement in service delivery outcomes
• Monitor and improve the customer experience by leveraging feedback, call trends, quality insights, operational data, and escalation patterns to identify gaps and implement targeted improvements
• Partner closely with internal and client stakeholders to optimize processes, systems, workflows, and service delivery models, ensuring scalable solutions that support operational efficiency and business growth
• Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readiness
• Collaborate with workforce management, quality, training, technology, and operations partners to align staffing, training, tools, and process improvements to business needs and performance objectives
• Identify and lead continuous improvement opportunities that reduce defects, improve productivity, strengthen controls, enhance customer experience, and increase operational consistency across accounts
• Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross-selling opportunities, and ensuring effective resource utilization

Top 5 Core Competencies

1. Operational Excellence & KPI Management

• Strong ability to manage SLAs, AHT, quality, and productivity metrics
• Uses data insights to drive decision-making and continuous improvement

2. Leadership & People Development

• Builds high-performing teams through coaching, mentoring, and performance management
• Drives accountability while fostering engagement and retention

3. Customer Experience & Service Delivery

• Focus on improving end-to-end customer journeys and satisfaction outcomes
• Translate customer feedback into actionable improvements

4. Workforce & Resource Optimization

• Aligns staffing models to forecasted demand applying consideration to margin
• Maximizes efficiency through balancing performance to goal perimeter

5. Strategic Thinking & Continuous Improvement

• Oversees invoicing accuracy to ensure expected revenue aligns with invoice output and contractual requirements
• Identifies opportunities for process improvement, automation, and innovation
• Drives initiatives that enhance quality, efficiency, and cost effectiveness

Qualifications

• Bachelor’s degree (Business, Technology, or related field preferred)
• 9 years of contact center leadership experience
• 10 years in a leadership role managing teams
• Experience in multi-channel support environments and contact center technologies

Preferred Skills

• Strong analytical and problem-solving capabilities
• Excellent communication and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced environment

Experience driving transformation and change initiatives