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Metlife
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Team Leader - Operations

Team Leader - Operations

Metlife

6 - 12 years

8 - 9 Lacs

Jaipur

Posted:1 day ago| Platform:

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Skills Required

Root cause analysis Manager Internal Audit ISO Information security Workflow CMMI Customer relationship Management Stakeholder management Six sigma

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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Team Leader - Operations