Operations Supervisor – Customer Service & CI Lead

MetLife, Inc.; Dubai; On-site; AED 120,000 - 240,000; Full time

Job summary

MetLife, Inc. is seeking a Supervisor of Servicing Transactions in Dubai to lead a 10–15 person team across retail servicing and distributions channels.

You’ll drive productivity, quality, and timely delivery while collaborating with multiple internal stakeholders to meet KPI targets. The role emphasizes process optimization, governance, and a CI mindset, leveraging Lean Six Sigma ideas and automation to reduce manual work and enhance data integrity.

Qualifications

• Bachelor’s degree in Business, Insurance, Operations Management, or related.
• 5–8+ years in insurance operations or shared services, with 2–4+ years in team leadership.
• Strong knowledge of policy administration and servicing processes (personal/commercial lines or life/health, as applicable).
• Hands-on experience managing SLAs, quality frameworks, and audits in a regulated environment.
• Exposure to Lean/Six Sigma (Green Belt preferred) and automation (RPA/low-code/OCR/workflow).
• Familiarity with core insurance systems (policy admin, billing, document management, CRM), and BI tools (Power BI/Tableau).

Responsibilities

• Lead a team of 10-15 servicing associates to achieve targets for productivity, quality, turnaround time, and customer satisfaction.
• Forecast and schedule capacity; manage shift planning and cross-training for peak volumes.
• Maintain SOPs, control checklists, and ensure audit readiness and documentation accuracy.
• Partner with Product, IT, Underwriting, Claims, Finance, and Distribution to resolve issues and data mismatches.
• Identify automation opportunities (RPA/low-code) to reduce manual touchpoints and rework.
• Surface risks, incidents, and control gaps with owners and timelines.
• Communicate performance via daily huddles and weekly reviews; drive continuous improvement.

Skills

People Leadership

SLA Management

Stakeholder Management

Process Improvement

Lean Six Sigma

Data-driven Decision Making

Automation (RPA/low-code)

Education

Bachelor’s degree in Business, Insurance, Operations Management

Tools

Power BI

Tableau

Job description

MetLife, Inc. is seeking a Supervisor of Servicing Transactions in Dubai to lead a 10–15 person team across retail servicing and distributions channels.

You’ll drive productivity, quality, and timely delivery while collaborating with multiple internal stakeholders to meet KPI targets. The role emphasizes process optimization, governance, and a CI mindset, leveraging Lean Six Sigma ideas and automation to reduce manual work and enhance data integrity.