Operations Supervisor: Lead a High-Impact Servicing Team

MetLife Services and Solutions, LLC; Dubai; On-site; AED 279,000 - 446,000; Full time

Job summary

MetLife Services and Solutions, LLC in the United Arab Emirates seeks a senior insurance operations leader to steer a 10-15 member servicing team, driving productivity, quality, TAT and customer satisfaction through coaching, capacity planning and cross-training.

You will maintain SOPs, supervise performance, ensure compliance (AML, sanctions, privacy), and partner with Product, IT, Underwriting, Claims, Finance and Distribution to optimize processes, dashboards and CI initiatives.

Qualifications

• Bachelor's degree in a related field.
• 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 servicing associates to achieve daily, weekly, and monthly targets for productivity, quality, TAT and customer satisfaction.
• Forecast and schedule capacity, manage shift planning and cross-training to handle peak volumes.
• Maintain SOPs, monitoring dashboards and performance reviews to ensure audit readiness and right-first-time outcomes.

Skills

Team leadership

SLA management

Policy administration

Lean Six Sigma

Automation (RPA/low-code/OCR)

BI tools

Insurance operations

Regulatory compliance

Education

Bachelor's degree

Tools

Policy administration systems

Billing systems

CRM

Power BI

Tableau

Job description

MetLife Services and Solutions, LLC in the United Arab Emirates seeks a senior insurance operations leader to steer a 10-15 member servicing team, driving productivity, quality, TAT and customer satisfaction through coaching, capacity planning and cross-training.

You will maintain SOPs, supervise performance, ensure compliance (AML, sanctions, privacy), and partner with Product, IT, Underwriting, Claims, Finance and Distribution to optimize processes, dashboards and CI initiatives.