Operations Supervisor - Policy Servicing

Job description

Description and Requirements The Team You Will Join On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide.

Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time. The Opportunity You will be part of the dynamic Retail Operations department that manages service delivery for customers and partners across all Retail distribution channels for MetLife, including Bancassurance, Agency and Digital. The Supervisor of Servicing Transactions leads an operations team that processes end-to-end servicing requests (e.g., endorsements, payouts, reinstatements, cancellations, policy amendments, billing adjustments, address changes, beneficiary updates, and data corrections) across retail business.

The role ensures service excellence by motivating people, coaching for performance, managing process adherence, and driving continuous improvement and automation to meet or exceed KPIs committed to customers and distribution partners. Success in this role requires strong team and stakeholder management skills. The Supervisor is responsible for ensuring service delivery meets and exceeds expectations.

You’ll collaborate closely with internal and external stakeholders

Internal: Underwriting, Claims, Finance, Distribution, IT, BPR COE, Risk & Compliance, Audit.

External

Bancassurance partners, Brokers/agents, TPAs/service providers.

Key Responsibilities

• People Leadership, Motivation, Coaching & Feedback
• Lead a team of 10-15 servicing associates to achieve daily/weekly/monthly targets for productivity, quality, turnaround time (TAT), and customer satisfaction.
• Create a high-performance culture through regular 1:1s, quality reviews, floor support, and actionable coaching plans; give timely, balanced feedback (reinforcement + improvement).
• Forecast and schedule capacity; manage shift planning, adherence, and cross-training to maintain flexibility across work types and peak volumes.
• Set clear expectations (SOPs, productivity goals, quality thresholds), resolve blockers, and recognize performance publicly.

Build team capability

• onboard new hires, certify competence against policies and compliance standards (AML, sanctions, privacy), and develop successors.
• Maintain an open, inclusive environment—escalate welfare issues promptly and promote psychological safety.
• Process & KPI Delivery (Customer & Partner Commitments)

Own day-to-day operations for assigned queues

• work allocation, SLA/TAT tracking, backlog control, and right-first-time quality
• Monitor dashboards (AHT, aging, error rates, rework, return rates) and take swift corrective actions.
• Ensure adherence to standard guidelines, policy administration rules, and regulatory/compliance requirements.
• Partner with Product, IT, Underwriting, Claims, Finance, and Distribution to resolve exceptions, data mismatches, and system defects.
• Maintain up-to-date SOPs, work instructions, and control checklists; ensure audit readiness and documentation accuracy.
• Surface risks, incidents, and control gaps; implement containment and preventive actions with clear owners and timelines.
• Communicate performance transparently via daily huddles and weekly operations reviews (KPIs, trends, root causes, actions).
• Continuous Improvement & Automation
• Lead a continuous improvement (CI) pipeline using Lean/Six Sigma methods (e.g., value stream mapping, RCA, standard work).
• Identify and prioritize automation opportunities (RPA/low-code, workflow rules, OCR, APIs) to eliminate manual touchpoints and rework.
• Build and track business cases (effort saved, TAT reduction, error reduction, cost-to-serve); pilot rapidly and scale successful solutions.
• Digitize intake channels (structured forms, straight-through processing, rules-based triage) to improve data quality and speed.
• Institutionalize control-by-design (validation, dual controls, maker-checker logic) to drive right-first-time outcomes.
• Champion a culture of experimentation, measurable learning, and continuous feedback loops with business stakeholders.

Required Qualifications

• Bachelor’s degree (Business, Insurance, Operations Management, or related).
• 5–8+ years in insurance operations or shared services, with 2–4+ years in team leadership.
• Strong knowledge of policy administration and servicing processes (personal/commercial lines or life/health, as applicable).
• Hands-on experience managing SLAs, quality frameworks, and audits in a regulated environment.
• Exposure to Lean/Six Sigma (Green Belt preferred) and automation (RPA/low-code/OCR/workflow).
• Familiarity with core insurance systems (policy admin, billing, document management, CRM), and BI tools (Power BI/Tableau).

Operational Rigor

• Queue management, capacity planning, real-time monitoring, incident management.

Analytical Mindset

• Root cause analysis, data-driven decisions, KPI storytelling.

Continuous Improvement

• Lean/Six Sigma toolset, SOP design, control frameworks.