Operations Supervisor – Policy Servicing

About the role

The Operations Supervisor – Policy Servicing will lead a team within MetLife Gulf’s Retail Operations department, ensuring end‑to‑end processing of policy servicing requests across all retail distribution channels. You will drive service excellence, motivate associates, and continuously improve processes to meet KPI commitments for customers and partners.

Key responsibilities

• Lead a team of 10‑15 servicing associates to achieve productivity, quality, turnaround time and customer‑satisfaction targets.
• Conduct regular 1:1 coaching, quality reviews and provide actionable feedback.
• Forecast capacity, manage shift planning, adherence and cross‑training to handle peak volumes.
• Set clear SOPs, productivity goals and quality thresholds; monitor SLA/TAT, backlog and right‑first‑time quality.
• Collaborate with internal stakeholders (Underwriting, Claims, Finance, IT, Risk & Compliance, Audit) and external partners (Bancassurance, brokers, TPAs).
• Drive continuous improvement and automation initiatives to enhance efficiency.
• Ensure compliance with AML, sanctions and privacy standards; promote an inclusive, psychologically safe work environment.

Required profile

• Minimum 60 months (5 years) of relevant experience in insurance operations or policy servicing.
• Strong team leadership and stakeholder management abilities.
• Proven track record of meeting operational KPIs and delivering high‑quality service.

Required skills

• Document Management
• Billing
• Low‑code development
• Policy Administration
• CRM systems
• Lean Six Sigma
• Robotic Process Automation (RPA)
• Power BI
• Tableau
• Workflow design
• Optical Character Recognition (OCR)