Description And Requirements
Position Summary
The Director – Automation & Technology Adoption, will lead the technology-led transformation agenda for Insurance Operations at MGCC, acting as a strategic bridge across business operations, MGCC transformation functions, global technology teams and enterprise partners. This role is accountable for shaping and executing the multi-year transformation roadmap across core insurance operations domains such as Underwriting, Policy Administration, Claims, Billing & Remittance etc.
- Lead the enablement of technology ‑ driven transformation and partner closely with Insurance Operations leaders, product teams to re-imagine and translate enterprise strategy into scalable solutions.
- Identify operational improvements, prioritize high-value interventions and deliver measurable improvements in stakeholder experience, productivity by using process re-engineering, automation and design techniques.
- Influence senior stakeholders, build strong business cases, govern complex programs and ensure benefits realization post-implementation.
- Work closely with operating teams and business stakeholders to identify overlaps and replication opportunities, onshore and offshore.
- Ensure smooth adoption and act as change advocate helping leaders/teams adapt to new systems and processes.
This is a leadership role that will drive, inspire and guide a diverse team of professionals to support the optimized and quality-centric delivery of solutions. This role will leverage technical expertise and project management skills to ensure outcomes within desired timelines.
Job Responsibilities
- Define and own the multi-year technology transformation strategy and roadmap for Insurance Operations at MGCC, aligned to MetLife's New Frontier enterprise strategy and GBS priorities.
- Assess current-state operations across people, process, technology and data to identify inefficiencies, control gaps, customer pain points and modernization opportunities across end-to-end insurance value chains.
- Drive process simplification and redesign using Lean, Six Sigma and design thinking principles before automating or digitizing workflows.
- Deliver measurable improvements across stakeholder and customer experience.
- Enhance risk and control effectiveness, focusing on quality and consistency of outcomes.
- Deliver on efficiency commitments in partnership with Insurance Ops Leadership
- Identify and resolve overlaps with onshore transformation initiatives, as well as identify replication opportunities onshore and offshore.
- Drive change management and culture change by adhering to and evangelizing MetLife values and behaviors .
- Champion adoption of AI and emerging technologies across Insurance Operations.
Experience
(In Years)
15+ years of experience in operations and transformation, with proven outcomes.
Technical Skills
- Understanding of insurance domain, including associated process, applications and platforms.
- Hands-on familiarity with Power Apps, AI and automation tools, workflows and agile development methodologies /environments
- Deep understanding of data and analytics
- Financial acumen and experience in building business cases
- Excellent communication, storytelling, stakeholder management and influencing capability, including executive-level presentations and decision support.
Relevant certifications such as PMP /AI/Lean Six Sigma / ITIL certifications
Other Critical Requirements Like Voice/ Non-Voice For Insurance Ops
Soft Skills:-
- Embody MetLife Values: Commercial mindset, Prioritize for Impact and Move with Speed and Discipline
- Learning Agility
- Influencing and change management
Enterprise Collaboration & Inclusive Leadership
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.
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!
