Manages operational teams, service-level performance, staffing, coaching, escalations, reporting, compliance, and continuous process improvement. Monitors transactions, addresses performance issues, supports new-hire productivity, manages customer and internal partner inquiries, and ensures adherence to ADA policies, organizational quality standards, regulations, and information security requirements. Builds relationships with onshore management and develops team talent while managing staffing needs and attrition.
Description and Requirements
• Manage teams and ensure SLAs are met including demand and capacity management
• Review/generate reports to monitor performance
• 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 customer, employee and internal partner escalations
• Provide inputs on process and system to the team members
• Client Interaction, where required at the level of supervisors including timely response to DCA (Disability Customer Advocate) inquiries
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Firm understanding of the ADA policies and procedures and can articulate processes in customer interactions
• Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy
• Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent (Identify High potential resources) and manage attrition
• Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
• Effectively manage research/resolution/follow-ups for closure of open items
• Build relationship with Onshore Management to ensure a "one-team approach".
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
• Manage teams and ensure SLAs are met including demand and capacity management
• Review/generate reports to monitor performance
• 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 customer, employee and internal partner escalations
• Provide inputs on process and system to the team members
• Client Interaction, where required at the level of supervisors including timely response to DCA (Disability Customer Advocate) inquiries
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Firm understanding of the ADA policies and procedures and can articulate processes in customer interactions
• Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy
• Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent (Identify High potential resources) and manage attrition
• Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
• Effectively manage research/resolution/follow-ups for closure of open items
• Build relationship with Onshore Management to ensure a "one-team approach".
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
MetLife Mahārāshtra, IND Office
MetLife Pune, IN Office
EON West LP-II, 2nd & 3rd Floor, Tower D, S.no. 106(P), 107(P), 108(P)/1, Maharashtra, India, 411057
Similar Jobs at MetLife
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Produce and analyze long-term care results accurately and on schedule, support MGCC leads with timely delivery, and communicate findings clearly through reporting templates, memoranda, reports, and presentations.
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Administer ADA, federal, state, and company leave claims; determine eligibility and entitlement; review new claims; track intermittent leave and recertifications; confirm return-to-work status; maintain accurate system records and documentation; meet five-business-day turnaround expectations; and coordinate with employees, employers, physicians, claim specialists, support teams, and quality assurance.
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Process and adjudicate dental insurance claims, scrutinize claim documentation and settlements, research policy and claim inquiries, and respond to customers through multiple channels. The role requires accurate, productive handling of claims, escalation management, HIPAA and regulatory compliance, effective use of multiple electronic systems, and knowledge of insurance principles, dental terminology, CPT and ICT codes, and member cost-sharing concepts.
Top Skills:
Cpt CodesHipaaIct CodesExcelMicrosoft Word
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
