Assistant Manager Operations

Description and Requirements
Job Description- JD - Sales Comp Admin Group
Position Title, Responsibility Level
TL/AM
Function
Operations
Reports to
Manager
Permanent/ Temporary
Permanent
Span of Control
None
Location
GOSC Jaipur
Business Type
Non Voice
Basic Function

• The incumbent will be required to be a part of "Operations" function responsible for the Global Operations Support Center and will be required to report to the Manager Operations of the MetLife Global Operations Services Center

Essential Functions

• The key and primary responsibility would be- to manage the process performance/SLAs, collaborate with various process/business partners and stakeholders, and effectively manage process teammates (in line with the MGOSC policies and other HR guidelines)
• Accountability for delivering expected process performance (Meeting/Exceeding agreed process SLAs)
• Customer relationship management and process escalation management
• Collaborate within the team and with all stake holders for seamless process delivery
• Function as process owner/SPOC for delivering process level/business level requirements for GSS management
• Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
• Ensure compliance with internal policies and procedures, external regulations, and information security standards
• Working autonomously, evaluate and improve business processes by effectively conducting quality evaluations for a critical/key set of process specific parameters
• Responsible for performing moderately complex analytical, technical, and/or procedural functions
• Assist manager, higher management, and stakeholders by performing certain functions such as reviewing or modifying work procedures, developing recommendations to improve work processes, or coordinating updates & Queries
• Extracting, compiling, and comparing data from various sources and reviewing data / creating metrics using various systems, applications, and Excel.
• Save and share the reports / findings/ process performance with on shore and internal GSS team
• Analyze, validate, and perform tasks as per Standard Operating Procedures
• Working on all process improvement initiatives and maintaining a timely communication with dedicated subject matter experts
• Liaison with IT team to resolve IT issues, applications issues, and own access related and compliance related responsibilities for the process and process teammates

Organizational Relationships
Reports To : Manager
Supervises : Yes
Skills
Key Skills set

• Process performance - as per agreed KPIs.
• Employee retention - as per agreed KPIs.
• Quality and productivity Improvement - as per agreed KPIs.
• Customer Satisfaction - as per agreed KPIs.
• Level of subject matter expertise - as per agreed KPIs.
• Knowledge of the function, process and systems.
• Ability to use the desktop computer systems and MS Office suite.
• Problem solving skills.
• Strong Analytical skills.
• Conflict resolution skills.
• Coaching and Feedback ability.
• People management skills.

Process Specific Skills

• Preferred to have experience of policy admin/ comp admin
• Knowledge of Insurance principles in relation to the US Insurance industry
• Knowledge about US Culture

Soft skills (Desired)

• Excellent written and verbal communication, proficiency in English language.
• Good MS Excel knowledge.
• Interpersonal communication.

• Prioritization and time management skills. Self-disciplined and results oriented
• Ability to multitask

Education Requirements
Bachelor's degree (Any Stream) or diploma with a minimum of 15 years of education.
Work Experience Requirements
2-3 years of work experience as team lead in BPO industry preferably under Insurance
Annexures:
MetLife Core Values:
The employee should adhere to MetLife Core values:
People Count - It's all about people... MetLife's key resource. MetLife will succeed in the marketplace because we are winning from within.
Integrity and Honesty - Conducting our business endeavors with truth, sincerity and fairness.
Innovation - Continuously creating and introducing new and original ideas and ways of doing things.
Financial Strength - Operating with an intense dedication to managing monetary resources for strong business results.
Partnership - Functioning productively in teams towards a common purpose-realizing the collective power of diverse work groups.
Personal Responsibility - "Coming into your own"-performing as a leader to be really effective and successful-by acting and making decisions independently to get results.
Job Description- JD - Sales Comp Admin Group
Position Title, Responsibility Level
TL/AM
Function
Operations
Reports to
Manager
Permanent/ Temporary
Permanent
Span of Control
None
Location
GOSC Jaipur
Business Type
Non Voice
Basic Function

• The incumbent will be required to be a part of "Operations" function responsible for the Global Operations Support Center and will be required to report to the Manager Operations of the MetLife Global Operations Services Center

Essential Functions

• The key and primary responsibility would be- to manage the process performance/SLAs, collaborate with various process/business partners and stakeholders, and effectively manage process teammates (in line with the MGOSC policies and other HR guidelines)
• Accountability for delivering expected process performance (Meeting/Exceeding agreed process SLAs)
• Customer relationship management and process escalation management
• Collaborate within the team and with all stake holders for seamless process delivery
• Function as process owner/SPOC for delivering process level/business level requirements for GSS management
• Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
• Ensure compliance with internal policies and procedures, external regulations, and information security standards
• Working autonomously, evaluate and improve business processes by effectively conducting quality evaluations for a critical/key set of process specific parameters
• Responsible for performing moderately complex analytical, technical, and/or procedural functions
• Assist manager, higher management, and stakeholders by performing certain functions such as reviewing or modifying work procedures, developing recommendations to improve work processes, or coordinating updates & Queries
• Extracting, compiling, and comparing data from various sources and reviewing data / creating metrics using various systems, applications, and Excel.
• Save and share the reports / findings/ process performance with on shore and internal GSS team
• Analyze, validate, and perform tasks as per Standard Operating Procedures
• Working on all process improvement initiatives and maintaining a timely communication with dedicated subject matter experts
• Liaison with IT team to resolve IT issues, applications issues, and own access related and compliance related responsibilities for the process and process teammates

Organizational Relationships
Reports To : Manager
Supervises : Yes
Skills
Key Skills set

• Process performance - as per agreed KPIs.
• Employee retention - as per agreed KPIs.
• Quality and productivity Improvement - as per agreed KPIs.
• Customer Satisfaction - as per agreed KPIs.
• Level of subject matter expertise - as per agreed KPIs.
• Knowledge of the function, process and systems.
• Ability to use the desktop computer systems and MS Office suite.
• Problem solving skills.
• Strong Analytical skills.
• Conflict resolution skills.
• Coaching and Feedback ability.
• People management skills.

Process Specific Skills

• Preferred to have experience of policy admin/ comp admin
• Knowledge of Insurance principles in relation to the US Insurance industry
• Knowledge about US Culture

Soft skills (Desired)

• Excellent written and verbal communication, proficiency in English language.
• Good MS Excel knowledge.
• Interpersonal communication.

• Prioritization and time management skills. Self-disciplined and results oriented
• Ability to multitask

Education Requirements
Bachelor's degree (Any Stream) or diploma with a minimum of 15 years of education.
Work Experience Requirements
2-3 years of work experience as team lead in BPO industry preferably under Insurance
Annexures:
MetLife Core Values:
The employee should adhere to MetLife Core values:
People Count - It's all about people... MetLife's key resource. MetLife will succeed in the marketplace because we are winning from within.
Integrity and Honesty - Conducting our business endeavors with truth, sincerity and fairness.
Innovation - Continuously creating and introducing new and original ideas and ways of doing things.
Financial Strength - Operating with an intense dedication to managing monetary resources for strong business results.
Partnership - Functioning productively in teams towards a common purpose-realizing the collective power of diverse work groups.
Personal Responsibility - "Coming into your own"-performing as a leader to be really effective and successful-by acting and making decisions independently to get results.
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid