Team Leader - Quality

Basic Function
• Implement and manage Quality Assurance for Sales Compensation Admin. area for both onshore and offshore processes.
• Identify process improvement initiatives across existing processes.
The key deliverables of the role will include but will not be restricted to the details below:

Essential Functions

Quality Assurance:
• Design quality parameters & transaction monitoring tool
• Perform audits with sampling approach (Statistical & Volume based)

Quality Audits:
• Maker-checker (preventive approach) for GOSC new hires
• Not in Good Order transactions for offshore
• New Hire audits for onshore
• To be trained across onshore work types
Reporting & Governance
• Perform root cause analysis and provide feedback.
• Publish report outs/dashboard.
• Bottom quartile management
 

Knowledge, Skills and Abilities
Education
• Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education.

Experience
• Professional with 5+ years of work experience in quality assurance & Insurance Operations
Knowledge and skills (general and technical)
• Experience in Insurance Operations
• Knowledge of statistical tools such as 7 QC, MS Visio, Sampling techniques (Statistical & volume based)
• Advanced Excel and MS power point skills
• Lean Six Sigma Yellow Belt Certification
• Power BI knowledge preferred.
• Proficient Knowledge of Agile methodology
• Ability to empower, motivate and develop others.
• Advanced Analytical, Problem Solving and Critical Thinking
• Advanced written and verbal communication, proficiency in English language
• Strong Drive for Results and accountability
• Strong Planning and organizing skills.
Other Requirements (licenses, certifications, specialized training – if required)
• Lean Six Sigma Yellow Belt Certification Working Relationships
Onshore & Offshore Contacts
(And purpose of relationship):
• Manager for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support as well as associate development.
• Manager for the purpose of settling issues left unresolved by the Manager and monthly evaluation of performance.
• Stateside team for the purpose of reporting performance, clarifying concerns, improvement opportunities and seeking feedback and support.

External Contacts
(And purpose of relationship) – If Applicable
• MetLife Subject Matter Experts/ Mangers/Director/AVP/VP for the purpose of projects and transformation.

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.