MetLife

Job Responsibilities

Essential Functions

·       Manage a team of 12-15 associates/specialists and ensure SLAs are Met

·       Update & maintain day to day Workforce Management

·       Excellent communication skills, both verbal and written 

·       Customer relationship and Stakeholder management

·       Good knowledge of MS Office – Excel & PowerPoint 

·       Preparing, Reporting & Analyzing the scorecards of performance

·       Level of subject matter expertise - as required to manage operations in a smooth & effective manner.

·       Knowledge of CMMI & Six Sigma Tools (Preferred)

·       Should be able to lead discussions with internal and external stakeholders and conduct business reviews.

Job Responsibilities, Knowledge, Skills and Abilities

Job Responsibilities

·       Ensure to maintain the accuracy and turnaround time or as per defined metric targets & Standards

·       Share Report out or work progress with the required stakeholders

·       Ensuring completion of tasks agreed on daily or weekly or monthly basis

·       Able to lead, innovate, implement best industry practices, motivate & 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

·       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 & information security standards.

·       Collect and provide data required for various audits like ISO/COPC/ SOX, Internal Audit and Compliance etc.

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

·       Effectively manage queue and balancing of work loads

·       Recommends and implements, if approved, improvements to workflow and departmental procedures

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

·       Perform other duties as assigned by Management

·       Ability to provide basic reporting to various levels of management