MetLife

UK Insurance Business – IPCC Supervisor (FLM) 

Position Title: Team Leader/Assistant Manager

Reports to (Responsibility Level): (Manager / Unit Manager)

Supervises:  NA

·       Associates / Sr. Associates

·       Specialists

Location:

Jaipur

Global Grade:

GG 10

Complexity: 

PID/s Load Mapping:

Position Summary

The incumbent will be required to be a part of “Operations” function responsible for the MGCC and will be required to report to the Manager.

Basic Function

•            Manage teams and ensure SLAs are met

•            Work with team members for process deliverables 

•            Excellent communication skills, both verbal and written 

•            Customer relationship and Stakeholder management

•            Good knowledge of MS Office – Excel & PowerPoint 

•            Subject matter expertise (Insurance) required to manage operations in a smooth & effective manner

•            Motivate the teams to achieve the pre-defined business and self-development goals

•            Knowledge of CMMI & Six Sigma Tools (Preferred)

Any other essential function that may occur from time to time as directed by the Supervisor. 

Job Responsibilities

The key deliverables of the role will include but will not be restricted to the details below:

·       Build excellent business relationship with customer groups, peers, and seniors.

·       Able to lead, innovate, implement best industry practices, motivate, and work as a natural team-player in the business functions.

·       Report, analyze and recommend Ops improvements considering trends observed for disputes and queries.

·       Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customer’s demand.

·       Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment.

·       Should be able to evolve/ specify training regimen to support process training for the processes identified for transition.

·       Manage teams and ensure quality and productivity targets are met.

·       Motivate team members and control attrition.

·       Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.

·       Provide coaching and feedback to team members to enable them to improve their performance.

·       Assist new hires such that they are productive on the floor in the shortest possible time frame.

·       Handle escalations.

·       Provide inputs on process and system to the team members.

·       Client Interaction, where required at the level of Supervisors.

·       Ensure compliance with internal policies and procedures, external regulations, and information security standards.

·       Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.

·       Effectively manage queue.

·       Completes monthly audits, while providing weekly feedback to team members

·       Provide back-up assistance in the unit as needed, including every job function within the unit.

·       Perform other duties as assigned by the Supervisor or Management.

·       Ability to provide basic reporting to various levels of management.

·       Provide excellent customer service to all associates as well as internal and external customers.

·       Responds promptly and calmly to changing events and situations.

Education, Technical Skills & Other Critical Requirement

Education

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

Experience 

(In Years)

Candidate should have a strong background in Claims management and/or administration with 5+ years’ experience.

Demonstrate a strong customer focus, with passion for ensuring the customer receives the right support and solutions

Technical Skills

Effective communication skills.

Strong people management skills, ability to maintain high team bonding spirit and boost employee morale.

Strong Analytical skills to determine root causes and solve process performance issues.

Ability to coach and give feedback on an ongoing basis.

Good knowledge of MS office, (Excel, Word, PowerPoint, Microsoft teams, Outlook etc.)

Ability to coordinate & liaison with various support functions / departments to facilitate service delivery with Operations.

Effectively plan, prioritize, and execute everyday floor operations.

Strong problem-solving ability.

Ability to foresee and respond proactively on the floor.

High energy and resilience level.

Self-initiated, drive and zeal for continuous improvement

Ability to lead and work in a cross-cultural environment.

Knowledge of the function, process, and systems.

Clear written and verbal communication.

Good CMMI knowledge (Preferred)

Good six sigma tool exposure (Preferred)

A good understanding of compliance, legal, CBI and FCA regulations (Preferred)

Other Critical Requirements Like Voice/ Non-Voice for Insurance Ops

Non-Voice

Rule & non-rule-based decision making, domain knowledge, extensive customer communication