Assistant Manager - Operations

Process Description

An agreement between MetLife and an entity to make a single payment to handle the obligations to individual annuitants.

Type of activities

• Work allocation
• Processing
• Reporting
• Meeting SLA
• Staffing Management

1. Update & maintain day to day Workforce Management
2. Preparing, Reporting & Analyzing the scorecards of performance
3. Rules based Decision Making
4. Customer Relationship Management
5. Identify possible alternative solutions and select the most appropriate ones
6. Extracting data from various sheet and preparing custom defined reports

• Process performance – as per agreed Key Process Indicators
• Employee retention - as per agreed Key Process Indicators
• Quality and productivity Improvement - as per agreed Key Process Indicators
• Customer Satisfaction - as per agreed Key Process Indicators
• Level of subject matter expertise - as required to manage operations in a smooth & effective manner.

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

Role/Responsibility

• Manage teams and ensure SLAs are met.
• Review/generate reports to monitor performance.
• 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 customer, employee and internal partner 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.
• Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition.
• Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities.
• Effectively manage research/resolution/follow-ups for closure of open items.
• Build relationship with Onshore Management to ensure a “one-team approach”.

Competencies & Skills

• Knowledge of the function, process, and systems.
• Ability to be an effective coach & deliver meaningful feedback.

• Clear written and verbal communication.

• Excellent problem-solving skills.
• Strong Analytical skills.
• Strong Customer Service/ Soft Skills
• Conflict resolution skills.
• Strong performance management skills.
• Good written and verbal communication, proficiency in English language.
• Interpersonal communication and influencing skills.

• Prioritization and time management skills.
• Exhibit use of sound business judgment.
• Self Motivated
• Good knowledge of business systems
• Excellent knowledge of MS Office & Excel in Particular
• Should have skills to analyze & understand the data and provide inputs on variances and others as required.

Values & Behavior

• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback.

MetLife:

MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.