Csc Holdings LLC

Manager, Business Process Transactions

USA - TN - NASHVILLE, USA

Sponsorship not specifiedDetected 35 days ago

Performance ManagementLeadershipMentoringUnderwriting

About the role

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.
Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment.
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.

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
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
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
Strong ability to manage SLAs, AHT, quality, and productivity metrics
Uses data insights to drive decision-making and continuous improvement
Builds high-performing teams through coaching, mentoring, and performance management
Drives accountability while fostering engagement and retention

Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business priorities
Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readiness
Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross- selling opportunities, and ensuring effective resource utilization
Operational Excellence & KPI Management
Leadership & People Development
Customer Experience & Service Delivery
Focus on improving end-to-end customer journeys and satisfaction outcomes
Translate customer feedback into actionable improvements

DXC will respond only to requests for accommodations due to a disability.
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This listing is sourced directly from Csc Holdings LLC's careers page and normalized into a canonical job model.