Job Description

Location(s)

• Posting Location: Jaipur, India

CountryIndiaWorking ScheduleFull-TimeWork ArrangementHybridRelocation Assistance AvailableNoPosted Date20-May-2024Job ID3104Description and Requirements - IC Team Lead (BCS -Daily Assignments, Lead Admin & Control Tower Reporting)Position TitleTeam Lead (IC)Function, Responsibility Level: Operations, Individual Contributor TLReports to (Responsibility Level):Unit Manager/ Manager OperationsSupervises:NALocation:JaipurGlobal Grade:GG10Cost CenterProcess ComplexityC5T5Complexity Scale - 9PID/s Load Mapping:Work Description & Position Requirement SummaryLead Admin Reporting:

• The associate will do a review of the deaths that were processed a month prior and will be responsible for doing a comparison and ensuring that whosoever's death was processed that month was in the report.

• He or She will work with the accounting department to make sure that any update or correction that needs to be made to the report is made so that the correct dollar amount is sent to the coinsurer.

• The Lead Admin report impacts Death processing and payments to the Co-Insurer on a monthly basis.

• This info needs to reach the client by the 15th of every month, so the associate needs to prepare and send it to the accounting department by the 12th of every month and if the 12th is falling on the weekend, then also it must be worked upon and sent.

Control Tower Reporting:

• This report comes every month for the deaths that were reported to MetLife in a deferred status in which death has not been processed. The Associate will review if we have records in our BOSS system and process accordingly & update the transaction and add comments as to what was processed on the case for that record.

Daily Assignments:

• To create daily team assignments for all the teams across sites for both Admins and Reviewers. Good knowledge of what cases need to be processed on what due dates and how we do follow-up reporting throughout the day to capture everything due for that day.
• Also, the data extracted needs to be presented to higher management on a weekly and monthly basis. This requires expertise in the Alteryx application.

Job Responsibilities

• Review the reports thoroughly and determine the required actions basis of the decision-making and defined process.
• Do a thorough research of the records in the reports and move to the next steps to either process or pend the transactions depending on the scenarios.
• Exercise judgment and product understanding to determine the appropriate handling of complex issues.
• Work with stateside teams/ stakeholders to calibrate, coordinate, and consolidate the reports and assignments.
• Work through Power BI and Alteryx tools to build the assignments for different teams across onshore and offshore and assign them in a timely manner.
• Adhere to the timelines strictly to meet the deadlines every time.
• Review the workflow and forecast through the Alteryx tool and share heads-up with leadership about the high-volume days so that required focus can be given on those days and priorities can be defined.
• Run the check-in reports at various time frames throughout the day to see real-time queue status and publish to entire time to put the required focus on the completion of the transactions.

Knowledge, Skills, and AbilitiesEducationBachelors degree (in any stream) or diploma with a minimum of 15 years of education.Experience

• Minimum 48 months of experience in Business Process Off-shoring, Financial Institutions, Insurance industry.
• Experience in Call Center blended environment is preferred

Competencies, Knowledge, and Skills (general and technical)Technical Skills:

• Knowledge of Alteryx, Power BI, MS Excel, MS Word & PowerPoint

Process Specific Skills:

• Call Center Experience would help.
• Good Data Management, Data Analysis & Analytics, and Reporting skills
• Ability to multi-task and handle high volumes of work in a fast-paced environment.

Soft Skills (Mandatory):

• Proficient in verbal and written communication
• Strong understanding and comprehension of the English language
• Good Analytical, and problem-solving skills
• Very High Detail Orientation
• Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving, fast-paced work environment.
• Ability to comprehend well and decision making.

Soft skills (Desired):

• Demonstrate ability to work independently and in a team environment.
• Self-disciplined and results-oriented

Other Requirements (licenses, certifications, specialized training - if required)NAWorking RelationshipsPrimary Internal Interactions(With the purpose of relationship):

• TL/ AM Ops for the purpose of reporting performance, escalation handling, clarifying concerns, and sharing findings and insights of the volume and queue
• Manager for the purpose of settling issues left unresolved by the TL/AM and monthly evaluation of performance.

External Contacts(With the purpose of relationship) - If Applicable

• Onshore stakeholders to share volume insights and calibrate on the next steps

Enclosures:MetLife Values: The employee should adhere to MetLife Core values:Our purpose and valuesOur purpose is why we are in business and reflects what we stand for and believe in. Our purpose is to help people pursue more from life. Our values are how we achieve that purpose, through an expression of who we are, what we stand for as a company, and how we conduct our business:Put Customers First
Caring for and respecting customers is core to everything we do. It defines our work and shapes the culture for our people, radiating out to our shareholders and communities.Be The Best
We are relentless in our search for new and better ways of doing things. As a leader in our industry, we constantly raise the bar, take calculated risks and learn quickly from our mistakes.Make Things Easier
Products in our industry aren\'t always easy to understand. That's why we are always looking for simpler ways to connect customers to the best solutions. By doing this, we aim to exceed their expectations and build trust.Succeed Together
United by our purpose, we live by a collective commitment to honesty, integrity and diversity. We are open and inclusive, proudly taking and applying the best ideas from every part of our company.

MetLife