Unit Manager - Operations
MetLife · Noida · onsite · Posted 58d ago
Not disclosedFresherfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
- Manage teams and ensure SLAs are met including demand and capacity management
- 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 including timely response to DCA (Disability Customer Advocate) inquiries
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Firm understanding of the ADA policies and procedures and can articulate processes in customer interactions
- 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, develops talent (Identify High potential resources) 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
Sourced from foundit
Skills
demand and capacity managementresearch resolution follow-upsCustomer InteractionCoaching and Feedbackcompliance with internal policies
About MetLife
MetLife
Insurance
4k+
employees
2008
18 years old
New York
United States (USA)
₹9.3L PA avg
Avg at MetLife
About
As a global leader in protection planning, MetLife offers insurance and financial solutions, serving individuals and businesses in over 50 countries.
Industries
InsuranceFinancial Services
Employee ratings
10 reviews
4.0/ 5
Culture
3.5
Career growth
3.3
Work-life
3.7
Employees rate it well for
Job Security42Work-Life Balance42
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