Unit Manager - Training

Support UK, GCS and GTO organization for Operations Service delivery for Retail and Group customers in the areas of New Business and Underwriting, Billing & Remittance, Policy Administration and Claims activities.

Essential Functions
 Build excellent business relationship with customer groups, peers, and seniors.
 Ensure latest updated policies, procedures, are always read & complied with by self and other operations team members that are critical to success.
 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 considering trends observed for disputes and queries.
 Root cause analysis of escalations to recommend changes in workflows, 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.
 Plan, develop and implement strategy for operational management and development so as to meet agreed organizational performance plans
 Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales
 Contribute to the evaluation and development of operational strategy and performance in co-optation with the executive team

Education
 Graduate in Commerce / Business Administration Experience. Professional from Operations with at least 8-12 years working experience of which at least 7-8 years’ work experience in a BPO operations environment

Competencies / Skill requirements

 Individuals with Management Degree would be clearly preferred; past background in India BPO Ops/ Indian Insurance clearly desirable.
 Excellent attention to detail and able to juggle multiple tasks with deftness and attention to deadlines.
 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.
 Strong communication and presentation skills; Ability to articulate and influence internal customers with clarity of thought process is a critical requirement.
 Proven success with 3-4 years of experience in Reporting /Business Analysis.
 Proficient in complete MS – Office Suite with programming background.
 Experience with Six Sigma Methodologies / Approaches
 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
 Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales
 Manage and develop direct reporting staff.
 Responsible for performance appraisals of all direct reports and establishing performance objectives for direct reports.
 Coach and develop a high-performance team through organizational leadership.
 Demonstrate sound judgment and fairness when administering policies and procedures.
 Work with Senior Management team on initiatives to support new business growth and overall operations.
 Assist with special projects and other duties as assigned.
 Able to handle large team size (120+ FTEs)
 Ability to align his goals to organization goals.
 Should have demonstrated process improvement thoroughly.
 Should have taken initiatives within the scope of work and beyond his/her scope.

MetLife:

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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.      

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.