Operations Supervisor - Policy Servicing

MetLife Services and Solutions, LLC; Dubai; Sur place; AED 279 000 - 446 000; Plein temps

Résumé du poste

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).

Responsabilités

• 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.

Connaissances

Team leadership

SLA management

Policy administration

Lean Six Sigma

Automation (RPA/low-code/OCR)

BI tools

Insurance operations

Regulatory compliance

Formation

Bachelor's degree

Outils

Policy administration systems

Billing systems

CRM

Power BI

Tableau

Description du poste

Key Responsibilities

• 1 People Leadership
  Motivation, Coaching & Feedback
  Lead a team of 10-15 servicing associates to achieve daily, weekly, monthly targets for productivity, quality, turnaround time (TAT) and customer satisfaction.
  Create a high-performance culture through regular 1:1s, quality reviews, floor support and actionable coaching plans. Give timely, balanced feedback reinforcement.
  Forecast and schedule capacity, manage shift planning, adherence and cross-training to maintain flexibility across work types and peak volumes.
  Set clear expectations: SOPs, productivity goals, quality thresholds, resolve blockers and recognize performance publicly.
  Build team capability, onboard new hires, certify competence against policies and compliance standards (AML, sanctions, privacy) and develop successors.
  Maintain an open, inclusive environment, upscale welfare issues promptly and promote psychological safety.
• 2 Process & KPI Delivery
  Own day-to-day operations for assigned queues, work allocation, SLA, TAT tracking, backlog control and right-first-time quality.
  Monitor dashboards: AHT, aging, error rates, rework, return rates and take swift corrective actions.
  Ensure adherence to standard guidelines, policy administration rules and regulatory compliance requirements.
  Partner with Product, IT, Underwriting, Claims, Finance and Distribution to resolve exceptions, data mismatches and system defects.
  Maintain up-to-date SOPs, work instructions and control checklists to ensure audit readiness and documentation accuracy.
  Surface risks, incidents and control gaps, implement containment and preventive actions with clear owners and timelines.
  Communicate performance transparently via daily huddles and weekly operations reviews: KPIs, trends, root causes, actions.
• 3 Continuous Improvement & Automation
  Lead a continuous improvement (CI) pipeline using Lean Six Sigma methods e g value stream mapping, RCA, standard work.
  Identify and prioritize automation opportunities: RPA, low-code workflow rules, OCR, APIs to eliminate manual touchpoints and rework.
  Build and track business cases: effort saved, TAT reduction, error reduction, cost-to-serve; pilot rapidly and scale successful solutions.
  Digitize intake channels, structured forms, straight-through processing, rules-based triage to improve data quality and speed.
  Institutionalize control-by-design validation, dual controls, maker-checker logic to drive right-first-time outcomes.
  Champion a culture of experimentation, measurable learning and continuous feedback loops with business stakeholders.

Qualifications

• Bachelor s degree (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).

Preferred Qualifications

• Operational Rigor: Queue management, capacity planning, real-time monitoring, incident management.
• Analytical Mindset: Root cause analysis, data-driven decisions, KPI storytelling.
• Continuous Improvement: Lean/Six Sigma toolset, SOP design, control frameworks.