GCS Employee Enablement - The Associate / Senior Associate – GCS Employee Enablement is responsible for executing daily operational activities related to employee and vendor system access management. The role ensures accurate and timely application provisioning, profile maintenance, compliance with defined SLAs, and adherence to security and process standards. The position supports audit readiness, reporting, quality assurance, and coordination with internal and global stakeholders to maintain seamless operations.

Job Responsibilities

Operational Execution

Process requests for application access for new and existing MetLife GCS and vendor employees in accordance with approved procedures
Create, modify, and delete user profiles across multiple systems based on authorized requests
Perform tasks as per Standard Operating Procedures (SOPs) and defined control requirements
Ensure all activities are completed within agreed SLAs, turnaround times, and quality benchmarks

Application & Access Management

Manage system access for applications, including (but not limited to): Salesforce (Insight/Lightning), KANA ERMS, Minerva, and other enterprise tools
Exercise administrative rights responsibly, ensuring compliance with information security and access governance policies
Validate request approvals, role definitions, and access levels before execution

Quality, Compliance & Audit Support

Ensure accuracy and completeness of transactions in line with Process Excellence and compliance guidelines
Support internal and external audits by providing evidence, logs, and explanations
Identify and report discrepancies, access violations, or process deviations promptly
Adhere to regulatory and internal risk management requirements while prioritizing work

Reporting & Operational Support

Maintain operational trackers
Handle escalations, exception tracking, mailbox management, and playbook updates assigned
Support ad‑hoc operational activities requested by onshore or stateside teams

Collaboration & Professional Conduct

Work collaboratively with team members to meet departmental and organizational objectives
Assist peers and contribute to knowledge sharing and process improvements
Maintain adherence to attendance schedules and workplace conduct standards

Technical / Functional Skills

Process adherence and documentation understanding (EDS, SOPs)
Knowledge of operational workflows and controls
Audit and compliance awareness
Basic risk identification and issue escalation
Data handling and reporting accuracy

Tools & Digital Skills

Proficiency in MS Excel (basic formulas, data formatting, trackers)
Working knowledge of MS Word and PowerPoint
Familiarity with SharePoint / Teams for document access and collaboration
Experience with ticketing, workflow, or operational tools (preferred)

Behavioral & Soft Skills

Attention to detail
Accountability and ownership of assigned tasks
Time management and prioritization
Willingness to learn and adopt process changes
Professional communication and teamwork

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