Assistant Manager - Operations
MetLife
- 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
- Handle 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 & 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