MetLife

Process Analysis:

• Conduct detailed analysis of current business processes, workflows, and systems to identify inefficiencies, bottlenecks, and opportunities for improvement.
• Utilize process mapping techniques to visualize and document as-is processes, identifying areas for optimization.
  
  

Data Gathering and Analysis:

• Gather and analyze quantitative and qualitative data to assess process performance, including cycle time, throughput, error rates, and customer satisfaction metrics.
• Use data-driven insights to recommend process improvements and support decision-making.
  
  

Process and Continuous Improvement Initiatives:

• Collaborate with cross-functional teams across MetLife to develop and implement process improvement initiatives aimed at streamlining workflows, reducing costs, and enhancing the customer experience.
• Apply continuous improvement methodologies such as Lean, Six Sigma, and Agile to drive process optimization.
  
  

Monitoring and Reporting:

• Monitor the effectiveness of implemented process improvements, track key performance indicators (KPIs), and report on progress to stakeholders.
• Develop and maintain dashboards and reports to provide visibility into process performance and improvement outcomes.
  
  

Quality Assurance

• Collaborate with Risk, Compliance, and Operations stakeholders to embed quality standards into process design, ensure alignment with life insurance regulatory obligations, and support internal and external audits.
• Define, track, and report on quality performance metrics(including first‑time‑right, error rates, and SLA adherence),providing actionable insights to Operations leaders to drive service excellence.
• Develop and maintain quality assurance frameworks and controls across operational service processes (e.g.underwriting support, policy administration, claims, customer servicing) to ensure accuracy, consistency, and regulatory compliance.
• Analyse quality outcomes, audit findings, and customer complaint data to identify systemic issues, perform root cause analysis, and lead continuous improvement initiatives that reduce errors, rework, and operational risk.
  
  

AI and Intelligent Automation

• Measure,monitorand continuouslyoptimiseAI‑enabled processes, using data-driven insights to track efficiency gains, quality outcomes, control effectiveness, and workforce impacts, while promoting responsible and ethical use of AI.
• Apply Lean and continuous improvement methodologies alongside automation technologies(e.g.RPA, intelligent document processing, rules‑based decisioning) to streamline high‑volume service activities, reduce rework, and enhance straight‑through processing for superannuation insurance transactions.
• Partner closely withHostPluststakeholders, Technology, Data, Risk and Operations teamsto translate service pain points intoprioritisedautomation initiatives, ensuring solutions are scalable,auditableand aligned to contractual SLAs and fund expectations.
• Embed governance, performancemeasurementand continuousoptimisationfor AI‑enabled processes, tracking service outcomes, controleffectivenessand member impact, while supporting responsible AI use and change adoption across service teams.
  
  

Stakeholder Collaboration:

• Work closely with stakeholders across the organization to understand their needs and ensure process improvements align with businessobjectives.
• Facilitate workshops and meetings to gather input, share findings, and drive consensus on process changes.
  
  

Knowledge/Skills/Competencies Required:

• Process Improvement Expertise:Demonstrated expertise in process improvement, process analysis, process mapping, requirements gathering, and solution design using industry-standard techniques and tools.
• Problem-Solving Skills:Strong problem-solving skills toidentifyroot causes, analyze options, and recommend effective solutions.
• Time Management:Excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple projects/tasks, and meet competing deadlines by using judgment and initiative.
• Strategic Thinking:Ability to think strategically and proactivelyanticipatebusiness needs and challenges.
• Data Analysis:Strong analytical skills to gather, analyze, and interpret quantitative and qualitative data.
• Continuous Improvement:Proficiencyin continuous improvement methodologies such as Lean, Six Sigma, and Agile.
• Project Management:Ability to manage process improvement projects, including planning, execution, and monitoring.
• Communication:Exceptional communication skills to effectively convey findings and recommendations to stakeholders.
• Collaboration:Ability to work collaboratively with cross-functional teams to drive process improvements.
• Technical Proficiency:Familiarity with process analysis tools and software.
• Attention to Detail:High attention to detail to ensure accuracy in process documentation and analysis.

Qualifications Required:

• Minimum 5 years of experience in process analysis, business analysis, improvement, and optimization.
• Experience in the insurance or financial services industry is preferred.
• Certifications in Lean, Six Sigma, or related continuous improvement methodologies areadvantageous.

Personal Attributes: 

Positive, optimistic, warm, compassionate, confident, patient, calm, fair, honest, respectful of others, has integrity, open, resilient, strong talker and listener, hardworking, team player, leads by example, encourager, self-motivated, supports change in a positive way, owns their culture. Takes ownership and where needed, leadership

Key Business Relationships:

• Internal

• Service and Optimisation Manager
• HSECi team members
• Broader Operations team members and leadership
• Legal and Compliance teams
• Technology teams

• Data teams

• External

• Fund members
• Superannuation Trustees and Fund Administrators
• Members of the life insurance industry