Requirements

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 FML 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 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.

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!