Job Description

CountryIndiaWorking ScheduleFull-TimeWork ArrangementHybridRelocation Assistance AvailableNoPosted Date30-Jul-2024Job ID3705Description and RequirementsPosition SummaryThe 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 manage day to day Australia operations. Responsible for maintaining performance metrics in executing tasks. Work & interact with internal & external stakeholders, while developing strong working relationships.. Able to lead, innovate, implement best industry practices, motivate, and work as a natural team-player in the business functions.Job ResponsibilitiesThe key deliverables of the role will include but will not be restricted to the details below:

• Build excellent business relationship with customer groups, peers and seniors.
• 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 in light of trends observed for disputes and queries.
• Root cause analysis of escalations to recommend changes in work flows, procedures, service levels based on customers 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.
• Manage teams and ensure quality and productivity targets are met
• Motivate team members and control attrition
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy
• Effectively manage queue and balancing of work loads
• Recommends and implements, if approved, improvements to workflow and departmental procedures.
• Completes monthly audits, while providing weekly feedback to supervisor, works closely with supervisor to identify training opportunities, and provides limited coaching as necessary.
• Provide back-up assistance in the unit as needed, including every job function within the unit.
• Perform other duties as assigned by the Supervisor or Management.
• Ability to provide basic reporting to various levels of management.
• Provide excellent customer service to all associates as well as internal and external customers.
• Responds promptly and calmly to changing events and situations.
• Effectively responds to actions and reactions when faced with difficult situations, negativity in the work place, or corporate policies that may not be agreed with.

Education, Technical Skills & Other Critical RequirementEducationCollege (Graduation)Experience(In Years)Mandatory:

• Operations professional with at least 8-10 years working experience in Insurance industry
• 4-5 years of work experience in managing teams in Underwriting & claims operations.

Preferable:

• Previous experience of managing Australia Operations

Technical SkillsMandatory

• Must be flexible in working early morning hours (Australian shift hours)
• Individuals with Management Degree would be clearly preferred; past background in BPO Ops clearly desirable.
• 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
• Excellent communication and presentation skills ; Ability to articulate and influence internal customers with clarity of thought process is a critical requirement
• Must be capable of building and sustaining strong relationships with his / her own team , local leadership , process owners and service partners
• Effective communication skills.
• Strong people management skills, ability to maintain high team bonding spirit and boost employee morale.
• Strong Analytical skills to determine root causes and solve process performance issues
• Ability to coach and give feedback on an ongoing basis.
• Good knowledge of MS office, (Excel, Word, PowerPoint, Microsoft teams, Outlook etc.)
• Ability to coordinate & liaison with various support functions / departments to facilitate service delivery with Operations
• Effectively plan, prioritize, and execute everyday floor operations.
• Strong problem solving ability.
• Ability to foresee and respond proactively on the floor
• High energy and resilience level.
• Self-initiated, drive and zeal for continuous improvement
• Ability to lead and work in a cross-cultural environment
• Knowledge of the function, process and systems.
• Clear written and verbal communication.

Proffered: -

• Good CMMI knowledge
• Strong Excel skills
• Good six sigma tool exposure

MetLife