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
