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City/Cities
Jaipur
Country
India
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
28-Aug-2024
Job ID
4121

Description and Requirements

Job Description- JD – Sales Comp Admin Group

 

Position Title, Responsibility Level

TL/AM

Function

Operations

Reports to
Manager

Permanent/ Temporary

Permanent

Span of Control

None

Location
GOSC Jaipur

Business Type

Non Voice

 

Basic Function

  • The incumbent will be required to be a part of “Operations” function responsible for the Global Operations Support Center and will be required to report to the Manager Operations of the MetLife Global Operations Services Center

 

Essential Functions

                                                 

  • The key and primary responsibility would be- to manage the process performance/SLAs, collaborate with various process/business partners and stakeholders,  and effectively manage process teammates (in line with the MGOSC policies and other HR guidelines)
  • Accountability for delivering expected process performance (Meeting/Exceeding agreed process SLAs)
  • Customer relationship management and process escalation management
  • Collaborate within the team and with all stake holders for seamless process delivery
  • Function as process owner/SPOC for delivering process level/business level requirements for GSS management
  • Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
  • Ensure compliance with internal policies and procedures, external regulations, and information security standards
  • Working autonomously, evaluate and improve business processes by effectively conducting quality evaluations for a critical/key set of process specific parameters
  • Responsible for performing moderately complex analytical, technical, and/or procedural functions
  • Assist manager, higher management, and stakeholders by performing certain functions such as reviewing or modifying work procedures, developing recommendations to improve work processes, or coordinating updates & Queries
  • Extracting, compiling, and comparing data from various sources and reviewing data / creating metrics using various systems, applications, and Excel.
  • Save and share the reports / findings/ process performance with on shore and internal GSS team
  • Analyze, validate, and perform tasks as per Standard Operating Procedures
  • Working on all process improvement initiatives and maintaining a timely communication with dedicated subject matter experts
  • Liaison with IT team to resolve IT issues, applications issues, and own access related and compliance related responsibilities for the process and process teammates

 

 

 

Organizational Relationships

 

Reports To :  Manager  

Supervises : Yes

 

Skills

Key Skills set 

  • Process performance – as per agreed KPIs.
  • Employee retention – as per agreed KPIs.
  • Quality and productivity Improvement – as per agreed KPIs.
  • Customer Satisfaction – as per agreed KPIs.
  • Level of subject matter expertise – as per agreed KPIs.
  • Knowledge of the function, process and systems.
  • Ability to use the desktop computer systems and MS Office suite.
  • Problem solving skills.
  • Strong Analytical skills.
  • Conflict resolution skills.
  • Coaching and Feedback ability.
  • People management skills.

 

Process Specific Skills

  • Preferred to have experience of policy admin/ comp admin
  • Knowledge of Insurance principles in relation to the US Insurance industry
  • Knowledge about US Culture

 

Soft skills (Desired)

  • Excellent written and verbal communication, proficiency in English language.
  • Good MS Excel knowledge.
  • Interpersonal communication.
  • Prioritization and time management skills. Self-disciplined and results oriented
  • Ability to multitask

 

Education Requirements

Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education.

 

 

Work Experience Requirements

2-3 years of work experience as team lead in BPO industry preferably under Insurance

 

Annexures: 

MetLife Core Values:

The employee should adhere to MetLife Core values:

People Count - It's all about people… MetLife's key resource.  MetLife will succeed in the marketplace because we are winning from within. 

Integrity and Honesty - Conducting our business endeavors with truth, sincerity and fairness. 

Innovation - Continuously creating and introducing new and original ideas and ways of doing things. 

Financial Strength - Operating with an intense dedication to managing monetary resources for strong business results. 

Partnership - Functioning productively in teams towards a common purpose-realizing the collective power of diverse work groups. 

Personal Responsibility - "Coming into your own"-performing as a leader to be really effective and successful-by acting and making decisions independently to get results.