Assistant Manager - Operations

MetLife; Jaipur; On-site; INR 400,000 - 520,000; Full time

Job summary

MetLife Jaipur-based operations role seeking a capable supervisor to maintain accuracy and turnaround targets while leading a collaborative team. The incumbent will monitor, report, and drive improvements across daily, weekly, and monthly tasks, ensuring adherence to standards and stakeholder requirements.

Responsibilities include coaching staff, handling escalations, coordinating with supervisors, and ensuring compliance with internal policies and regulations.

Responsibilities

• Ensure to maintain the accuracy and turnaround time or as per defined metric targets & Standards
• Share Report out or work progress with the required stakeholders
• Ensuring completion of tasks agreed on daily or weekly or monthly basis
• Able to lead, innovate, implement best industry practices, motivate & work as a natural team-player in the business functions
• Report, analyze and recommend Ops. improvements considering trends observed for disputes and queries
• Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customer’s demand
• Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment
• Should be able to evolve/ specify training regimen to support process training for the processes identified for transition
• Manage teams and ensure quality and productivity targets are met
• 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
• 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 & information security standards.
• Collect and provide data required for various audits like ISO/COPC/ SOX, Internal Audit and Compliance etc.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
• Effectively manage queue and balancing of work loads
• Recommends and implements, if approved, improvements to workflow and departmental procedures
• Provide back-up assistance in the unit as needed, including every job function within the unit
• Perform other duties as assigned by Management
• Ability to provide basic reporting to various levels of management

Job description

• Ensure to maintain the accuracy and turnaround time or as per defined metric targets & Standards
• Share Report out or work progress with the required stakeholders
• Ensuring completion of tasks agreed on daily or weekly or monthly basis
• Able to lead, innovate, implement best industry practices, motivate & work as a natural team-player in the business functions
• Report, analyze and recommend Ops. improvements considering trends observed for disputes and queries
• Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customer’s demand
• Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment
• Should be able to evolve/ specify training regimen to support process training for the processes identified for transition
• Manage teams and ensure quality and productivity targets are met
• 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
• 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 & information security standards.
• Collect and provide data required for various audits like ISO/COPC/ SOX, Internal Audit and Compliance etc.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
• Effectively manage queue and balancing of work loads
• Recommends and implements, if approved, improvements to workflow and departmental procedures
• Provide back-up assistance in the unit as needed, including every job function within the unit
• Perform other duties as assigned by Management
• Ability to provide basic reporting to various levels of management