Service Operations Lead – Insurance & Automation

MetLife Gulf; Dubai; On-site; AED 201,000 - 335,000; Full time

Job summary

MetLife Gulf’s Global Customer Service and Operations team seeks a Supervisor of Servicing Transactions to lead an operations group handling endorsements, payouts, reinstatements, cancellations, and policy amendments across Retail channels.

You will coach a 10–15 member team, manage schedules and SLAs, track KPIs, and drive continuous improvement and automation with Lean/Six Sigma, while collaborating with Underwriting, Claims, Finance, IT, and Distribution to ensure top service levels.

Qualifications

• Bachelor’s degree in business, insurance, or operations.
• 5–8+ years in insurance operations with 2–4+ years in team leadership.
• Strong knowledge of policy administration and servicing processes.
• Experience managing SLAs, quality frameworks, and audits in regulated settings.
• Familiarity with Lean/Six Sigma and automation (RPA/low-code/OCR).

Responsibilities

• Lead a team of 10–15 servicing associates to meet productivity, quality, and TAT targets.
• Coach and develop staff through regular 1:1s, quality reviews, and feedback.
• Forecast capacity, plan shifts, and manage cross-training for peak volumes.
• Ensure adherence to SOPs and compliance requirements; resolve blockers.
• Collaborate with Product, IT, Underwriting, Claims, and Finance to resolve exceptions.
• Support continuous improvement and automation initiatives using Lean Six Sigma.
• Maintain up-to-date SOPs and audit readiness.
• Monitor KPIs and communicate performance in daily huddles.

Skills

People leadership

Stakeholder management

Process improvement

KPI tracking

SOP adherence

Education

Bachelor’s degree

Tools

Policy admin systems

Power BI

Tableau

Job description

MetLife Gulf’s Global Customer Service and Operations team seeks a Supervisor of Servicing Transactions to lead an operations group handling endorsements, payouts, reinstatements, cancellations, and policy amendments across Retail channels.

You will coach a 10–15 member team, manage schedules and SLAs, track KPIs, and drive continuous improvement and automation with Lean/Six Sigma, while collaborating with Underwriting, Claims, Finance, IT, and Distribution to ensure top service levels.