Supervising and governing associates/specialists to ensure smooth functioning of the requests. This is one of the processes in Global procurement with high volumes and focus on accuracy and timelines. The candidate is required to:
Strongly govern the process and the team to drive results
Ensure that the process transactions are processed in time
Understand the process
Ensure that the assigned targets are met in accordance with SLA and Internal standards.
Work with TPRM PO, customers, suppliers and GOSC management on a regular basis
Coordinate and be a part of special projects around improving operational efficiencies
Extract data from various data sources and prepare process specific reports
Produce and make comprehensive but targeted and insightful reports/ presentations that summarize findings and recommendations
Identifies areas of strength and weakness and suggests areas of improvement
Ensure adherence to established attendance schedules
Job Responsibilities
Essential Functions
Manage teams and ensure quality and productivity targets are met
Team & process management, coaching and providing guidance on complex issues
SLA management and governance of request management
Train the team on new process changes and updates
Review and manage escalations
Support and consultation for SNOW transition
Investigate issues faced by the team and help resolve
Identify and review process/tool gaps with TPRM PO
Identify and drive efficiency initiatives
Analyze resource utilization to manage incoming work volume effectively
Dashboards and other management reporting
SOP review and sign off
Risk assessment adherence governance
Issues management governance
Work with risk partners in case of delayed assessments or issues
Provide technical training to commodity leads and other stakeholders
Train the team on customizations and usage of reports in SNOW
Motivate team members and control attrition
Monitor SNow requests on an ongoing basis and take corrective steps where necessary or make incremental improvements.
Assist new hires such that they are productive on the floor in the shortest possible time frame
Handle escalations.
Client Interaction, where required at the level of Supervisors
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Collect and provide data required for various audits etc.
Performance parameters
Process performance – as per agreed KPI’s.
Attrition - as per agreed KPI’s.
Quality and productivity Improvement - as per agreed KPI’s.
Customer Satisfaction - as per agreed KPI’s.
Level of subject matter expertise - as per agreed KPI’s.
Any other essential function that may occur from time to time as directed by the Supervisor
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.