Job Description

Location(s)

• Posting Location: Jaipur, India

CountryIndiaWorking ScheduleFull-TimeWork ArrangementHybridRelocation Assistance AvailableNoPosted Date06-May-2024Job ID3174Description and RequirementsSupport UK, GCS and GTO organization for Operations Service delivery for Retail and Group customers in the areas of New Business and Underwriting, Billing & Remittance, Policy Administration and Claims activities.Essential Functions
? Build excellent business relationship with customer groups, peers, and seniors.
? Ensure latest updated policies, procedures, are always read & complied with by self and other operations team members that are critical to success.
? 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 customers\xe2\x80\x99 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.
? Plan, develop and implement strategy for operational management and development so as to meet agreed organizational performance plans
? Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales
? Contribute to the evaluation and development of operational strategy and performance in co-optation with the executive teamEducation
? Graduate in Commerce / Business Administration Experience. Professional from Operations with at least 8-12 years working experience of which at least 7-8 years\xe2\x80\x99 work experience in a BPO operations environmentCompetencies / Skill requirements? Individuals with Management Degree would be clearly preferred; past background in India BPO Ops/ Indian Insurance clearly desirable.
? Excellent attention to detail and able to juggle multiple tasks with deftness and attention to deadlines.
? Strong operations management ability there-by demonstrating the trends in a matrix organization.
? Strong project management skills with analytical and execution orientation; Should be capable of dealing with relationships sensitively with ability to manage conflicts adroitly.
? Strong communication and presentation skills; Ability to articulate and influence internal customers with clarity of thought process is a critical requirement.
? Proven success with 3-4 years of experience in Reporting /Business Analysis.
? Proficient in complete MS \xe2\x80\x93 Office Suite with programming background.
? Experience with Six Sigma Methodologies / Approaches
? Should be capable of building and sustaining strong relationships with his / her own team, Local Leadership, US and UK business / process owners and Service Partners
? Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales
? Manage and develop direct reporting staff.
? Responsible for performance appraisals of all direct reports and establishing performance objectives for direct reports.
? Coach and develop a high-performance team through organizational leadership.
? Demonstrate sound judgment and fairness when administering policies and procedures.
? Work with Senior Management team on initiatives to support new business growth and overall operations.
? Assist with special projects and other duties as assigned.
? Able to handle large team size (120+ FTEs)
? Ability to align his goals to organization goals.
? Should have demonstrated process improvement thoroughly.
? Should have taken initiatives within the scope of work and beyond his/her scope.

MetLife