AM - RIS

Metlife; Dadri; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Metlife in India is seeking an Operational Manager to oversee day-to-day project tasks, monitor SLAs, and ensure timely delivery across cross-functional teams. You will drive productivity and governance through structured reporting to leadership.

You will coach the intrateam, manage resources, and handle client interactions, with a focus on quality metrics, SOP documentation, and clear communication of issues and actions to stakeholders.

Qualifications

• Good understanding of US Insurance processes.
• Professional certifications such as LOMA are preferred.
• Experience in intrateam management, coaching, and driving team performance.
• Proficiency in Excel, PowerPoint & MS Visio (Preferred)
• Experience in SOP (Standard Operating Procedure) creation and process documentation.
• Excellent written and verbal communication skills, with the ability to articulate technical and functional issues clearly to leadership through structured reporting (Weekly/Monthly/Quarterly).
• Strong reporting and governance capability to ensure consistent operational oversight.

Responsibilities

• Monitor day project tasks and workflows to ensure timely delivery and SLA compliance.
• Track and analyze operational metrics like AHT, productivity, turnaround time, and backlog.
• Review quality performance using key Quality Metrics such as Accuracy %, Error Rate, and Scorecards.
• Manage GAC workflows, resource allocation, queue management, and team productivity.
• Support team coaching, coordination, and performance management to maintain operational excellence.
• Prepare and present structured Weekly/Monthly/Quarterly operational reports to clients and leadership.
• Coordinate effectively with internal teams, crossfunctional stakeholders, and external partners.
• Handle client interactions, escalations, and ensure smooth governance of all deliverables.

Skills

US Insurance processes

Team management

Communication

Reporting & governance

SOP documentation

Education

Graduation/Post Graduation

Tools

Excel

PowerPoint

MS Visio

Job description

Immediate Joiners Only

Responsibility & Skill Set

Operational Management

• Monitor day project tasks and workflows to ensure timely delivery and SLA compliance.
• Track and analyze operational metrics like AHT, productivity, turnaround time, and backlog.
• Review quality performance using key Quality Metrics such as Accuracy %, Error Rate, and Scorecards.
• Manage GAC workflows, resource allocation, queue management, and team productivity.
• Support team coaching, coordination, and performance management to maintain operational excellence.
• Prepare and present structured Weekly/Monthly/Quarterly operational reports to clients and leadership.
• Coordinate effectively with internal teams, crossfunctional stakeholders, and external partners.
• Handle client interactions, escalations, and ensure smooth governance of all deliverables.

Skill set

• Good understanding of US Insurance processes.
• Professional certifications such as LOMA are preferred.
• Experience in intrateam management, coaching, and driving team performance.
• Proficiency in Excel, PowerPoint & MS Visio (Preferred)
• Experience in SOP (Standard Operating Procedure) creation and process documentation.
• Excellent written and verbal communication skills, with the ability to articulate technical and functional issues clearly to leadership through structured reporting (Weekly/Monthly/Quarterly).
• Strong reporting and governance capability to ensure consistent operational oversight.

Education:

• Graduation/Post Graduation