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.
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