Description and Requirements




Process Description:

An agreement between MetLife and an entity to make a single payment to handle the obligations to individual annuitants




Type of activities:

Work allocation

Processing

Reporting

Meeting SLA

Staffing Management




Basic Function

Update & maintain day to day Workforce Management

Preparing, Reporting & Analyzing the scorecards of performance

Rules based Decision Making

Customer Relationship Management

Identify possible alternative solutions and select the most appropriate ones

Extracting data from various sheet and preparing custom defined reports




Role/Responsibility

Manage teams and ensure SLAs are met.

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.

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.

Motivate team members, anticipate staffing needs, acquire talent for the future, 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".




Education & Experience Requirements:

Bachelor's degree (in any stream) or diploma with a minimum of 15 years of education.

Minimum 48 months of experience in Business Process Off-shoring, Financial Institutions, Insurance industry. Minimum 1 year supervisory experience preferred.




About MetLife



Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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.



As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.



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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!