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!
#BI-Hybrid
Skills Required
- Experience in operations management
- Strong understanding of FML policies
- Experience in team coaching and development
What the Team is Saying
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MetLife Compensation & Benefits Highlights
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Retirement Support — Retirement benefits combine a 401(k) with company match and a company‑funded cash‑balance pension. This uncommon pairing strengthens long‑term security.
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Parental & Family Support — Family supports include paid parental leave, adoption assistance, caregiving resources, fertility coverage, and practical travel supports for nursing parents. These provisions go beyond core insurance to address real‑world family needs.
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Leave & Time Off Breadth — Time away includes a minimum of 22 days of PTO annually and a paid volunteer day, alongside bereavement and other leave options. This breadth provides meaningful flexibility for rest and life events.
MetLife Insights
What We Do
We're honored to be No. 10 on Great Place to Work's World's Best Workplaces and recognized in the Fortune 100 Best Companies to Work For® list in 2025. At MetLife, we're leading the global transformation of an industry we’ve defined for over 157 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife fosters an inclusive culture where our people are energized and inspired to deliver for our customers and communities. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
Gallery
MetLife Teams
MetLife Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
