MetLife

Role Value Proposition

The Operations Optimisation Consultant role reporting to Service and Optimisation Manager support the implementation of continuous improvement framework and culture in Underwriting, Service, and Administration through cross-functional collaboration across all areas of the organisation.

This role requires the ability to understand the Underwriting, Service & Administration processes, and ways of working, operational and technical, to drive an optimal future state of operational processes and technology, that results in efficiency optimisation and set the business for success.

Key Responsibilities

• Work collaboratively with internal and external stakeholders to achieve continuous improvement objectives.
• Perform data gathering and analysis to identify opportunities for improvement in operational processes.
• Support benefit analysis, prioritisation, and implementation of process and technology improvement initiatives.
• Subject Matter Expert & Business Testing for process and technology improvements – Know and understand the Underwriting, Service & Admin processes, regulatory and compliance requirements; assist with End-to-end Testing (E2E) where required; identify potential roadblocks/obstacles and escalate issues as needed.
• New issue & initiative triage and backlog management - Central point of management of the backlog across Underwriting, Service & Administration platform issues, as well as process and technology improvement initiatives.
• Formulate strategic objectives and appropriate key measurements for the initiatives.
• Monitor and maintain documents on the performance, benefit, and impact of the initiatives.
• Prepare and deliver status updates and presentations to internal stakeholders and leadership team.
• Update Underwriting, Service, and Administration teams with what is changing and when and completing walk-throughs with the team.
• Co-design new Standard Operating Procedures (SOPs) or update existing SOPs for any process changes and new functionality.
• Support the design, implementation and maintenance of new Quality Assurance Framework for Group & Retail Underwriting Administration, and Tele-Interviewing.
• Provide other ad hoc reporting and analysis as required by Service and Optimisation Manager.

Essential Business Experience and Technical Skills

Required Experience

• Demonstrated experience with process analysis, process flow documentation, process improvement, E2E business testing, Standard Operating Procedures and Quality Assurance Framework design
• Strong relationship experience where influencing & negotiating is required to reach desired outcomes
• Strong knowledge of all Operations functions and the movement of activity across each functions incl. regulatory and compliance requirements
• Strong ability to use evidence and data to inform decision making

Preferred Experience:

• Lean Six Sigma Green Belt qualification
• Experience with Underwriting, Service & Administration and working knowledge of regulatory compliance requirements.  
• Knows and understand how Underwriting, Service & Administration processes are supported by business processes and systems.
• Experience in prioritising work activity and based on multiple factors e.g. service, cost, risk & culture impacts
• Displays a positive and enthusiastic attitude.
• Communicates openly and proactively shares knowledge.
• Exceptional time management and prioritisation skills.
• Performs well under pressure, in an evolving environment.