Job Description

Location(s)

• Posting Location: Jaipur, India

CountryIndiaWorking ScheduleFull-TimeWork ArrangementHybridRelocation Assistance AvailableNoPosted Date30-Apr-2024Job ID3236Description and RequirementsEssential Functions
\xc2\xa7 Build excellent business relationship with customer groups, peers, and seniors.
\xc2\xa7 Ensure latest updated policies, procedures, are always read & complied with by self and other operations
team members that are critical to success.
\xc2\xa7 Able to lead, innovate, implement best industry practices, motivate, and work as a natural team-player in
the business functions.
\xc2\xa7 Report, analyze and recommend Ops improvements considering trends observed for disputes and queries.
\xc2\xa7 Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on
customers\xe2\x80\x99 demand.
\xc2\xa7 Suggest essential training & mentoring of team members resulting in building a customer satisfactory
environment.
\xc2\xa7 Should be able to evolve/ specify training regimen to support process training for the processes identified
for transition.
\xc2\xa7 Plan, develop and implement strategy for operational management and development so as to meet agreed
organizational performance plans
\xc2\xa7 Monitor, measure and report on operational issues, opportunities and development plans and
achievements within agreed formats and timescales
\xc2\xa7 Contribute to the evaluation and development of operational strategy and performance in co-optation with
the executive teamEducation
\xc2\xb7 Graduate in Commerce / Business Administration ExperienceProfessional from Operations with at least 7+ years working experience of which at least 4+ years\xe2\x80\x99 work experience in TrainingCompetencies / Skill requirements
\xc2\xb7 Individuals with Management Degree would be clearly preferred; past background in India BPO Ops/ Indian Insurance clearly desirable.
\xc2\xb7 Excellent attention to detail and able to juggle multiple tasks with deftness and attention to deadlines.
\xc2\xb7 Strong operations management ability there-by demonstrating the trends in a matrix organization.
\xc2\xb7 Strong project management skills with analytical and execution orientation; Should be capable of dealing with relationships sensitively with ability to manage conflicts adroitly.
\xc2\xb7 Strong communication and presentation skills; Ability to articulate and influence internal customers with clarity of thought process is a critical requirement.
\xc2\xb7 Experience with Six Sigma Methodologies / Approaches
\xc2\xb7 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
\xc2\xb7 Monitor, measure and report on operational issues,opportunities and development plans and achievements within agreed formats and timescales
\xc2\xb7 Manage and develop direct reporting staff.
\xc2\xb7 Responsible for performance appraisals of all direct reports and establishing performance objectives for direct reports.
\xc2\xb7 Coach and develop a high-performance team through organizational leadership.
\xc2\xb7 Demonstrate sound judgment and fairness when administering policies and procedures.
\xc2\xb7 Work with Senior Management team on initiatives to support new business growth and overall operations.
\xc2\xb7 Assist with special projects and other duties as assigned
\xc2\xb7 Ability to align his goals to organization goals.
\xc2\xb7 Should have demonstrated process improvement thoroughly.
\xc2\xb7 Should have taken initiatives within the scope of work and beyond his/her scope.

MetLife