Manage a team to meet service level agreements, maintain workforce management, ensure quality targets, and analyze performance improvements.
Description and Requirements
Job Responsibilities
Essential Functions
• Manage a team of 12-15 associates/specialists and ensure SLAs are Met
• Update & maintain day to day Workforce Management
• Excellent communication skills, both verbal and written
• Customer relationship and Stakeholder management
• Good knowledge of MS Office - Excel & PowerPoint
• Preparing, Reporting & Analyzing the scorecards of performance
• Level of subject matter expertise - as required to manage operations in a smooth & effective manner.
• Knowledge of CMMI & Six Sigma Tools (Preferred)
• Should be able to lead discussions with internal and external stakeholders and conduct business reviews.
Job Responsibilities, Knowledge, Skills and Abilities
Job Responsibilities
• Ensure to maintain the accuracy and turnaround time or as per defined metric targets & Standards
• Share Report out or work progress with the required stakeholders
• Ensuring completion of tasks agreed on daily or weekly or monthly basis
• Able to lead, innovate, implement best industry practices, motivate & 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 customer's 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
• 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 & information security standards.
• Collect and provide data required for various audits like ISO/COPC/ SOX, Internal Audit and Compliance etc.
• 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
• Provide back-up assistance in the unit as needed, including every job function within the unit
• Perform other duties as assigned by Management
• Ability to provide basic reporting to various levels of management
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Job Responsibilities
Essential Functions
• Manage a team of 12-15 associates/specialists and ensure SLAs are Met
• Update & maintain day to day Workforce Management
• Excellent communication skills, both verbal and written
• Customer relationship and Stakeholder management
• Good knowledge of MS Office - Excel & PowerPoint
• Preparing, Reporting & Analyzing the scorecards of performance
• Level of subject matter expertise - as required to manage operations in a smooth & effective manner.
• Knowledge of CMMI & Six Sigma Tools (Preferred)
• Should be able to lead discussions with internal and external stakeholders and conduct business reviews.
Job Responsibilities, Knowledge, Skills and Abilities
Job Responsibilities
• Ensure to maintain the accuracy and turnaround time or as per defined metric targets & Standards
• Share Report out or work progress with the required stakeholders
• Ensuring completion of tasks agreed on daily or weekly or monthly basis
• Able to lead, innovate, implement best industry practices, motivate & 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 customer's 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
• 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 & information security standards.
• Collect and provide data required for various audits like ISO/COPC/ SOX, Internal Audit and Compliance etc.
• 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
• Provide back-up assistance in the unit as needed, including every job function within the unit
• Perform other duties as assigned by Management
• Ability to provide basic reporting to various levels of management
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Top Skills
Cmmi
Excel
MS Office
PowerPoint
Six Sigma Tools
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