Head of Customer Service & Operations

at  MetLife

Country
Italy
Working Schedule
Full-Time
Work Arrangement
Hybrid
Travel Required
25%
Relocation Assistance Available
No
Posted Date
03-Oct-2024
Job ID
4658

DESCRIPTION AND REQUIREMENTS

Job Summary:
Drives and effectively manages the efforts of the Operations Departments: New Business/Underwriting, Policy Owner Services, Claims, Call Center, Billing & Collections, supporting business lines relevant to the country. Providing both strategic and tactical direction in accordance with Corporate and Company plans to deliver Corporate and Company goals as well as contributing to the overall business strategy. Promoting sharing of expertise, leverage of scale, operation risk control, development of a differentiated customer service experience, designing and delivering process optimization and innovation and ensuring financial objectives of the Operations and Company are met.
Principal Accountabilities of Position:

SKILLS

• Demonstrated ability to lead multiple, complex initiatives and organizational transformation projects and program development
• Well organized and able to lead others in a team environment involving multiple departments, sites, and organization levels.
• Deep understanding of insurance environment and internal insurance company procedures
• Knowledge of legal and regulatory framework, competitor landscape, distribution channels, insurance products and external regulatory bodies’ requirements
• Capability to organize and manage complex flows, interdepartmental activities, sales environment know how, customer orientation, risk management, product, audit & compliance know how
• Ability to analyze and solve problems in the complex environment with multiple internal and external (legal and regulatory) constrains considering business and customer centricity objectives

EXPERIENCE

• 7+ years of large-scale insurance operations experience with Life and/or Medical insurance lines for individual and group customers.
• Post graduate studies a plus
• Grounded experience in management of teams and engagement of the employees
• Track record of effectively leading a direct service organization with a complex array of projects, processes, and services level agreements

Please refer the Job description for details