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Team Leader

Date Posted: Dec 30, 2021

Location: Noida, IN, 0

Company: MetLife


Candidate joining this position will be acting as a Knowledge Management expert involved to some major critical tasks including: -

  • Managing written and online communications to apply internal process improvement initiatives to process documentation when required.
  • Maintain contact with and manage communications appropriately with all stakeholders in the agreed process
  • Identify opportunities to enhance process documentation and communicated resolution which will improve the process and provide a better agent and user experience
  • Constant communication between the internal teams and client; operating as the liaison between external stakeholders and internal leadership to support knowledge base content creation and maintenance.
  • Identify opportunities to ensure compliance of operational documentation, reduce knowledge gaps due to lack of documentation, and support ad hoc documentation escalations.
  • Creation, auditing, and maintenance of process documentation in the client’s central repository (knowledge base).
  • Create consumable materials with high accuracy to be utilized by internal programs and external stakeholders.
  • Maintain the highest level of expertise in the area of specialty and interact with subject matter experts in QTP (quality, training, and process) development.
  • Monitor the quality and effectiveness of documentation in the learning environment and outcomes, including classroom, course curriculum and instructor readiness, and support internal training resources to conduct sessions.
  • Support the operation needs as instructed in reporting to the Operations Manager to ensure high quality execution, timely updates to documentation, and create new content as needs arise.


Core tasks requirements includes: -


ServiceNow competent

Knowledge Management experienced (KCS v6 certified highly desired but not required)

Hosting and managing Conference calls and providing follow up on actions

Article to Incident Link/Attach Accuracy

Article Quality evaluations

Knowledge Feedback Task Responses









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.