Position Summary
The incumbent will be required to be a part of Operations function responsible for MetLife Global Capability Center and will be required to report to the Manager Operations of the MetLife Global Capability Center
Job Responsibilities
Essential Functions
The key deliverables of the role will include but will not be restricted to the details below:
Type of activities
- Work allocation
- Processing
- Reporting
- Meeting SLA including Performance guarantees
- Staffing Management
- Maintain regulatory compliance
- Customer interactions
Basic Function
- Update & maintain day to day Workforce Management while ensuring decisional timeliness standards are met within the regulations
- Preparing, Reporting & Analyzing the scorecards of performance
- Rules based Decision Making
- Customer Relationship Management
- Identify possible alternative solutions and select the most appropriate ones
- Extracting data from various sheet and preparing custom defined reports
Performance parameters
- 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 including demand and capacity management
- 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 including timely response
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Firm understanding of policies and procedures and can articulate processes in customer interactions
- 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, develops talent (Identify High potential resources) 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”.
Primary Internal Interactions
- Associates for monitoring performance, escalation handling, clarifying concerns and providing feedback and support
- Manager / SDL / Director for the purpose of settling issues left unresolved by self and monthly evaluation of performance
- Other Managers for the purpose of seeking cooperation and best practice sharing
- Subject Matter Expert for the purpose of work thread related issues and escalated transactions
- Trainers for the purpose of Pre-process and Process training’
- Plan Master and other support teams
Knowledge, Skills and Abilities
Education
- College (Graduation) bachelor’s degree (in any stream) or diploma with a minimum of 15 years of education
Experience
- Professional with minimum 6-7 years of experience in Business Process Off-shoring, Financial Institutions, Insurance industry with Voice & Non-Voice processes both (Disability experience preferred). Minimum 3 years supervisory experience preferred
Knowledge and skills
- Effective communication and motivational skills
- Good knowledge of Lean Six Sigma tools and methodology
- Strong people management skills, ability to maintain high team bonding spirit and boost employee morale
- Strong Analytical skills to determine root causes and solve process performance issues
- Ability to coach and give feedback on an ongoing basis
- Effectively plan, prioritize and execute everyday floor operations
- Strong problem-solving ability
- Ability to foresee and respond proactively on the floor
- High energy and resilience level
- Strong computing skills. Sound knowledge of MS – Excel & PowerPoint
- Ability to coordinate & liaison with various support functions / departments to facilitate service delivery with Operations
- Self-initiated, drive and zeal for continuous improvement
- Ability to lead and work in a cross-cultural environment
- Knowledge of the function, process and systems
- Strong written and verbal communication with internal and external stakeholder including end customers. Proficient in E-mail management
- Excellent knowledge of MS Office & Excel in Particular
