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.
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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.
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Identify operational improvements, prioritize high-value interventions and deliver measurable improvements in stakeholder experience, productivity by using process re-engineering, automation and design techniques.
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Influence senior stakeholders, build strong business cases, govern complex programs and ensure benefits realization post-implementation.
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Work closely with operating teams and business stakeholders to identify overlaps and replication opportunities, onshore and offshore.
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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
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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.
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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.
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Drive process simplification and redesign using Lean, Six Sigma and design thinking principles before automating or digitizing workflows.
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Deliver measurable improvements across stakeholder and customer experience.
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Enhance risk and control effectiveness, focusing on quality and consistency of outcomes.
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Deliver on efficiency commitments in partnership with Insurance Ops Leadership
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Identify and resolve overlaps with onshore transformation initiatives, as well as identify replication opportunities onshore and offshore.
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Drive change management and culture change by adhering to and evangelizing MetLife values and behaviors.
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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
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Understanding of insurance domain, including associated process, applications and platforms.
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Hands-on familiarity with Power Apps, AI and automation tools, workflows and agile development methodologies /environments
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Deep understanding of data and analytics
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Financial acumen and experience in building business cases
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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:-
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Embody MetLife Values: Commercial mindset, Prioritize for Impact and Move with Speed and Discipline
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Learning Agility
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Influencing and change management
Enterprise Collaboration & Inclusive Leadership
