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Metlife
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Assistant Manager

Assistant Manager

Metlife

15 - 20 years

20 - 25 Lacs

jaipur

Posted:Just now| Platform:

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Skills Required

claims excel information security cmmi customer relationship customer service stakeholder management microsoft continuous improvement six sigma

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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Assistant Manager