- 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 current 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”.

📌 Unit Manager - Operations (Noida)
🏢 MetLife
📍 Noida