Assistant Manager - Operations

Location

Noida | India

Job description

Position Summary

Basic Function

Team is responsible to customer requests via email, providing excellent service to MetLife's customers who have insurance or other financial service products or benefit plans.

Meets quality and customer service expectation levels set by the organization guidelines

The key deliverables of the role will include but will not be restricted to the details below:

Essential Functions

• Supervise and lead a team of email associates who engage in providing email resolution on a variety of MetLife Dental products ensuring first time resolution.
• Proactively coach, motivate and develop associates to ensure their performance exceeds our customer's expectations. Hold them accountable for those results.
• Should be able to take voice calls to handle escalations or follow up for resolution
• Regular audits and provide feedback on quality of information and following appropriate procedures.
• Create performance appraisals for associates, including tracking performance trends for determination of recognition and disciplinary action.
• Ensure department compliance with all applicable ERISA, HIPAA and internal Quality Management Systems regulations and guidelines.
• Foster collaboration among peers and with other partners by building effective, results-driven relationships to leverage resources across GOSC and MetLife.
• Update & maintain day to day staffing requirement (Workforce Management)
• SLA Management (ensure emails are allocated basis priority)
• Supporting team to address any query or challenges
• Preparing, Reporting & Analyzing the scorecards of performance
• Customer Relationship Management
• Extracting data from various sheet and preparing custom defined reports

Education - Bachelor's degree (Any Stream) or diploma with a minimum of 15 years of education.

Experience -4-6 years of US Insurance customer service experience in non-voice / blended environment

Knowledge and skills (general and technical)

• Demonstrated excellent interpersonal communication and coaching skills to develop talent for the future
• Strong supervisory/leadership skills and abilities
• Customer focused
• Excellent communication skills (written and verbal)
• Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers
• Demonstrated problem solving and decision-making skills along with the ability to manage multiple projects
• Ability to manage change and to support company-wide initiatives
• Ability to work effectively as a member of a supervisory team
• Manage teams and ensure SLAs are met.
• 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.
• Effectively manage research/resolution/follow-ups for closure of open items.
• Build relationship with Onshore Management to ensure a 'one-team approach'.

Job tags

Salary