The Unit Manager - Operations manages teams, ensures SLAs are met, monitors performance, provides coaching, handles escalations, and ensures compliance with policies.
Description and Requirements
- 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
- Build relationship with Onshore Management to ensure a "one-team approach".
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Top Skills
Compliance Policies
Performance Reports
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