Assistant Manager - Operations

MetLife; Dadri; In loco; INR 720.000 - 880.000; Tempo pieno

Descrizione del lavoro

MetLife in India seeks a team supervisor to monitor performance, review reports, and take corrective steps or drive incremental improvements. You will coach and provide feedback to team members, assist new hires to become productive on the floor quickly, and handle escalations from customers, employees and internal partners.

You will ensure compliance with internal policies, external regulations and information security standards, align agents with quality goals, build strong relationships with

Mansioni

• Review/generate reports to monitor performance.
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle customer, employee and internal partner escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.
• Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition.
• Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities.
• Effectively manage research/resolution/follow-ups for closure of open items.
• Build relationship with Onshore Management to ensure a “one-team approach”.

Descrizione del lavoro

• Review/generate reports to monitor performance.
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle customer, employee and internal partner escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.
• Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition.
• Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities.
• Effectively manage research/resolution/follow-ups for closure of open items.
• Build relationship with Onshore Management to ensure a “one-team approach”.