MetLife

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