MetLife

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