Unit Manager - Billing and Remittance

Position Summary

The incumbent will be required to be a part of Operations” function responsible for the Global Operations Support Center and will be required to report to the Manager Operations of the MetLife Global Operations Services Center

Job Responsibilities

1. Essential Functions

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

• Build excellent business relationship with customer groups, peers and seniors.
• Able to lead, innovate, implement best industry practices, motivate and work as a natural team-player in the business functions.
• Report, analyze and recommend Ops improvements in light of trends observed for disputes and queries.
• Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customers 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
• Motivate team members and control attrition
• 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 and 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.
• Completes monthly audits, while providing weekly feedback to supervisor, works closely with supervisor to identify training opportunities, and provides limited coaching as necessary.
• Provide back-up assistance in the unit as needed, including every job function within the unit.
• Perform other duties as assigned by the Supervisor or Management.
• Ability to provide basic reporting to various levels of management.
• Provide excellent customer service to all associates as well as internal and external customers.
• Responds promptly and calmly to changing events and situations.
• Effectively responds to actions and reactions when faced with difficult situations, negativity in the work place, or corporate policies that may not be agreed with.

Primary Internal Interactions

• Manager & above for the purpose of reporting performance, clarifying concerns, and seeking feedback and support.
• Quality Compliance Analyst (QCA) for the purpose of feedback and audit.
• Trainers for the purpose of process training.
• Associates / Specialists / Team Leaders and Assistant Managers for handling day-to-day execution of transactions and process activities with respect to the process.

Primary External Interactions

External interactions with various stakeholders is required

Knowledge, Skills and Abilities

Education

• College (Graduation)

Experience

• Professional from the Operations with at least 6-8 years of working experience of which at least 4 years work experience in a BPO / Insurance operations environment in Voice & Non-Voice processes both (P&C experience preferred). Also, 4 to 5 year experience in people management.

Knowledge and skills (general and technical)

• Effective communication and motivational skills
• Good knowledge of Lean Six Sigma tools and methodology
• Strong people management skills, ability to maintain high team bonding spirit and boost employee morale
• Strong Analytical skills to determine root causes and solve process performance issues
• Ability to coach and give feedback on an ongoing basis
• Effectively plan, prioritize and execute everyday floor operations
• Strong problem-solving ability
• Ability to foresee and respond proactively on the floor
• High energy and resilience level
• Strong computing skills. Sound knowledge of MS – Excel & PowerPoint
• Ability to coordinate & liaison with various support functions / departments to facilitate service delivery with Operations
• Self-initiated, drive and zeal for continuous improvement
• Ability to lead and work in a cross-cultural environment
• Knowledge of the function, process and systems
• Strong written and verbal communication with internal and external stakeholder including end customers. Proficient in E-mail management