MetLife

The Team You Will Join 

Be part of leadership team in Brazil in charge of leading Customer Service & Operations to achieve excellence in Operational Performance, helping the company to achieve financial goals and objectives for all lines of business, with a BAU, Transformation & strategic view to support the expected accelerated growth and strategy.

The Opportunity 

This role is responsible for leading Customer Service & Operations to achieve excellence in Operational Performance, helping the company to achieve financial goals and objectives for all lines of business, with a BAU, Transformation & strategic view to support the expected accelerated growth and strategy. 

Delivery of Life, Pension and Dental end-to-end operational processes from implementation, billings, claims & collections, including Customer Services. 

Responsible for leading Operational Transformation, considering automations, processes enhancements or reengineering. 

Must ensure the best working environment, aligned with One MetLife and Global Operations strategy, guidelines and values.

Key Relationships: 

Reports to: Head of Operations South America

Main Areas: Claims Superintendent; Costumer Services Manager; Pension Manager; Lines of Business Operations; Operational Excellence, Risk Management & Operational Transformation 

Other Key Stakeholders:     

• LOB’s heads in Brazilian and Functional VPs/Directors
• Regulators and external advisors.
• Clients & key partners

Location: Brazil

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• All Lines of Business Operations, achieving the BAU expected results, focused on continuous improvement and simplification 
• Operational Transformation, identifying opportunities and leading the execution
• Operational Efficiency, identifying and implementing opportunities 
• Operational Risk Management of the operational processes
• Supports and enables all lines of business to achieve the expected growth and strategy
• Strategic definition participation and execution of the GCSO priorities for Brazil (Simplify and modernize, Operational & Financial Performance, Risk Management and Our People)
• Strategic definition participation and execution of Customer Care Transformation Strategic Initiative for Brazil
• Lead the team, ensuring engagement, talent development, diversity and inclusion
• Work in a matrix environment, with a local day by day agenda and a Regional Strategy and alignment, helping in identify and drive business opportunities
• Captures synergies and promotes improvement opportunities and alignment of functional practices across South America Ops teams
• Builds relations and partnerships with stakeholders

What You Need to Succeed (Required Qualifications)

• Bachelor or master's Degree, 15+ years of experience, with relevant experience in executive positions in financial services industry or insurance operations in multinational companies.
• Strong analytical, interpersonal and project management skills as well as understanding of insurance business operations, financial analysis and business research, development and planning. 
• Proven ability to think strategically, analyze, and evaluate complex and ambiguous issues and situations, and exercise independent judgment and decision-making.
• High leadership skills, integrity, and trustworthiness; Driven, highly motivated, confident, and assertive.
• Impactful capacity to lead talent through motivational leadership practices.
• Collaborative style; Teamwork; Ability to work with a diverse workforce.
• Fluent in Portuguese and advanced English.  Spanish is desirable.
• Travel Required: 10%  

 What Can Give You an Edge (Additional Skills)

• Strategic, problem solving, Scale, Data Driven, Change agent Mindset 
• Thrives on managing multiple concurrent key initiatives with strict deadlines, generating “stretch” effort for himself/herself, for own team and other areas involved.
• Communication, Negotiation, Conflict Resolution, Creativity and Innovation, Leadership skill