MetLife

The Role: 

This role will be critical in the further development and scaling of the Business Process Reengineering (BPR) capability across MetLife, focused on simplifying end-to-end customer experiences and business processes, while reducing operational expenses and risks. The BPR capability will be deployed to the highest-priority enterprise processes, as determined by the ELT (Executive Leadership Team), with direct accountability to ELT members regarding learnings, solution outcomes and mobilization of resources. As such, this leader will be required to demonstrate deep technical BPR expertise, accompanied by the executive presence required to interface with senior leadership. 

Key Responsibilities:

This Leader will drive the prioritization, alignment, and execution of BPR engagements resulting in simplified customer servicing experiences, streamlines core processes, intelligent automation, de-risking of business processes, enrichment of work for our people and realization of cost/capacity right-sizing. 

This role will enable MetLife’s New Frontier strategy by both enabling BPR capabilities across MetLife’s largest markets and extending solutions and learnings down and across markets.

Key responsibilities include:

• Curation of reengineering opportunities and solutions across all markets globally to enable value creation and scaling
• End-to-end assessment of key business processes focusing on customer experience, operational processes, digitization, automation, and risk management practices – enabled by AI
• Design of experience, process and technology-driven solutions using contemporary problem-solving techniques and maximizing the value of AI
• Strategic end-to-end business case development, enabling near-term and long-term strategic reengineering opportunities
• Solution implementation planning, sizing and sequencing across business, operations, technology, data and other delivery/control partners
• Development of success measures and sustainability plans
• Broad, multidisciplinary stakeholder management (including ELT members)
• Development of executive stakeholder materials and accountability measures
• Development/refinement of the BPR methodology and playbook

Candidate Qualifications:

• Bachelor’s degree and related field experience required
• 15+ years leadership level experience with a background in operational excellence, Lean, process reengineering and/or large-scale transformation
• High aptitude for critical thinking, analytics and problem solving
• Ability to work across and break down organizational silos (end-to-end enterprise mindset)
• Ability to work and communicate across professional disciplines (business, operations, technology, risk, etc.)
• Intellectually curious and voracious learner
• Willingness to take calculated risks 
• Commercial mindset that can balance customer expectations, firm success and people
• Strong business acumen, with ability to distill out commercial impacts 
• Credible, trusted advisor to senior business leaders
• Excellent communicator, with ability to sift through complexity and articulate key messages
• Empathetic and high EQ to create followership and drive alignment across teams
• Comfort with ambiguity and ability to focus across competing priorities
• Practical experience with design-led thinking and experience design preferred
• Ability to travel up to 25 %