Requirements
Manage and support client-initiated policy servicing requests, handling complex cases and ensuring accuracy and timely closure. Review daily workflow, assign tasks, and identify bottlenecks. Lead user acceptance testing for system enhancements, review business requirements, and support operational readiness. Act as a senior operational contact for various internal teams, addressing queries and escalations. Ensure adherence to SOPs, support audit requirements, and perform quality checks. Provide guidance to team members, act as a subject matter expert, and support the supervisor in monitoring team performance. Prepare reports, analyze issues, and recommend improvements.
Description
Job description / Role
Job Type
Full Time
Job Location
Dubai, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Finance, Business Analysis & Consulting
Company Industry
Insurance
Description and requirements
Service request management
• Manage and support client-initiated policy servicing requests across all retail channels while maintaining service quality and agreed turnaround times.
• Handle complex, exception-based and escalated servicing cases by coordinating with relevant internal stakeholders.
• Ensure accuracy, completeness and timely closure of service requests in accordance with approved SOPs and operational controls.
• Provide senior-level support for business-sensitive, high-priority, regulatory or customer-impacting transactions.
Workflow review & task assignment
• Review daily workflow queues, pending inventories and case aging to ensure timely flow of cases across the team.
• Support allocation and reallocation of tasks to team members based on volume, priority, complexity and available capacity.
• Identify bottlenecks, workload imbalances and service delivery risks, and escalate with recommended corrective actions.
• Monitor adherence to TAT/SLA standards and support supervisors in driving timely case completion.
UAT, system enhancements & project support
• Lead and coordinate user acceptance testing (UAT) activities for system enhancements, automation initiatives, regulatory changes and process improvements.
• Review business requirements and provide retail operations input to ensure practical and compliant operating requirements are captured.
• Prepare, review and execute test scenarios/scripts, validate results, log defects and coordinate resolutions with IT and project stakeholders.
• Support operational readiness, user communication and production sign-off recommendations for system releases and enhancements.
Stakeholder & escalation management
• Act as a senior operational contact for retail distribution, customer service, compliance, finance, legal, risk, product and IT teams.
• Ensure stakeholder queries, escalations and service issues are addressed accurately, professionally and within agreed timelines.
• Coordinate with internal teams to resolve exceptional cases and support seamless customer and business partner experiences.
• Support regular operational discussions with retail channel stakeholders to review service issues, trends and improvement opportunities.
Process governance, quality & compliance
• Ensure SOPs, process notes and operational guidelines are maintained, reviewed and aligned with current practices.
• Support audit requirements by providing timely documentation, evidence and operational clarification where required.
• Perform or support quality checks, peer reviews and control validations to reduce operational errors and rework.
• Understand and adhere to all applicable compliance requirements, including suspicious transaction reporting, screening, data protection, record retention and mandatory compliance training.
Senior team member responsibilities
• Provide guidance and on-the-job support to policy servicing operations specialists, officers and new joiners.
• Act as a subject matter expert for complex retail policy servicing processes and system-related queries.
• Support the supervisor/manager in monitoring team productivity, quality, service performance and operational priorities.
• Act as a back-up support to the supervisor where required, including coordination of daily activities and follow-up on priority deliverables.
• Promote collaboration, knowledge sharing, continuous improvement and a positive team culture.
Reporting & continuous improvement
• Prepare or support MIS, dashboards, workflow reports, aging reports and productivity updates for management review.
• Analyze recurring issues, process gaps and service trends, and recommend sustainable improvements.
• Support operational transformation initiatives, automation opportunities and simplification of customer/service journeys.
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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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!
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