Requirements
Description and Requirements
Job Summary: The Customer Operations Manager is responsible for overseeing the customer Operations team, ensuring efficient handling of customer requests within the system, and driving team productivity. This role involves developing and refining departmental processes, implementing automation solutions using RPA and Microsoft Power Platform, and enhancing service delivery while maintaining high standards of customer satisfaction.
Key Responsibilities:
- Team Management : Lead and manage the customer service team, providing guidance, support, and motivation to ensure high performance and job satisfaction.
- Customer Request Handling : Oversee the team’s response to customer requests within the system, ensuring timely and accurate resolutions.
- Efficiency and Productivity Monitoring : Establish performance metrics and regularly assess team efficiency and productivity, implementing strategies for improvement as needed.
- Process Development : Analyze current departmental processes and develop new procedures to optimize workflow, enhance service quality, and streamline operations.
- Automation Implementation : Identify opportunities for automation within customer service processes using RPA tools and Microsoft Power Platform to improve efficiency and reduce manual workload.
- Training and Development : Identify training needs and facilitate ongoing professional development opportunities for team members to enhance their skills and knowledge, particularly in automation tools and technologies.
- Quality Assurance : Monitor customer interactions to ensure compliance with service standards and identify areas for improvement.
- Collaboration : Work closely with other departments, such as sales and underwriting, to ensure a seamless customer experience and effective communication.
- Reporting and Analysis : Prepare and present regular reports on team performance, customer satisfaction, operational efficiency, and the impact of automation initiatives to senior management.
- Customer Escalation Management : Handle escalated customer issues with a focus on resolution and maintaining customer relationships.
Required Skills and Qualifications:
- Leadership Skills : Proven ability to lead and inspire a team, fostering a collaborative and high-performance culture.
- Strong Communication Skills : Excellent verbal and written communication skills for effective interaction with customers and team members.
- Analytical Skills : Ability to analyze data and metrics to identify trends, assess performance, and inform decision-making.
- Problem-Solving Abilities : Demonstrated capability to address complex customer issues and develop effective solutions.
- Technical Proficiency : Familiarity with RPA tools, and Microsoft Power Platform.
- Automation Knowledge : Understanding of RPA concepts and experience implementing automation solutions using tools such as UiPath, Automation Anywhere, or Power Automate.
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!