MetLife

Role Description

To ensure efficient and high‑quality management of claims processes while acting as a continuous transformation agent, with a strong focus on process automation, digitalization, agile mindset, and customer experience enhancement. 
This role combines technical Claims expertise with strong facilitation, innovation capabilities, and the ability to bridge business, technology, and operational teams. 

Key Responsibilities 

Claims & Operations Management 

• Manage and monitor claims processes, ensuring quality standards, SLA compliance, and adherence to internal policies. 
• Identify critical pain points and optimization opportunities throughout the claims lifecycle. 
• Ensure alignment with internal policies, compliance requirements, audits, and regulatory standards. 

Automation & Continuous Improvement 

• Lead or actively contribute to process automation initiatives (RPA, digital workflows, straight‑through processing). 
• Map and redesign processes with a focus on efficiency, simplification, and scalability. 
• Work closely with IT, vendors, and internal business areas in the implementation of digital solutions. 
• Promote a culture of continuous improvement, lean thinking, and data‑driven decision making. 
• Monitor and analyze operational and quality KPIs within the Claims area, ensuring continuous performance visibility and identification of improvement opportunities. 

Agility & Facilitation 

• Act as a facilitator between Claims teams, IT, Product, and other business areas. 
• Participate in or lead projects using agile methodologies (Scrum, Kanban, Agile mindset). 
• Translate business needs into clear and structured functional requirements. 
• Map, analyze, and optimize the end‑to‑end Claims Journey, identifying friction points, operational inefficiencies, and automation opportunities. 
• Monitor and interpret Customer Experience indicators, including TNPS / NPS, linking insights to process optimization initiatives and customer journey improvements. 

People & Change Management 

• Support teams in the adoption of new processes and tools (change management). 
• Foster a mindset of innovation, autonomy, and continuous learning. 
• Contribute to internal training initiatives related to processes, technology, and Claims best practices. 
• Work collaboratively with Data, Quality, and Operations teams in defining metrics, dashboards, and reporting. 

Qualifications: 

Experience & Knowledge 

• Experience in claims management. 
• Experience in automation, digital transformation, or process improvement projects. 
• Strong ability to analyze operational data and performance indicators (KPIs). 
• Practical knowledge of the end‑to‑end Claims Journey, from claim notification to closure, with a critical view on efficiency, customer experience, and automation potential. 
• Demonstrates familiarity with AI applications, with a strong curiosity and commitment to continuous learning and adoption of emerging technologies
• Exposure to workflow tools, RPA solutions, CRM systems, insurance core systems, or digital platforms. 
• Knowledge of agile and/or Lean methodologies is an asset. 
• Fluency in English
• Strong analytical capabilities and comfort working with operational data, reporting, dashboards, and analytical tools (Power BI preferred). 
• Data‑driven mindset, focused on continuous improvement and evidence‑based decision making. 

Behavioral Competencies 

• Digital mindset, oriented toward innovation and efficiency. 
• Strong facilitation, communication, and influencing skills. 
• Solution-oriented approach and continuous improvement mindset. 
• High level of autonomy, adaptability, and critical thinking. 
• Ability to perform effectively in fast-changing environments. 

What We Value  

• Technological curiosity and interest in automation and AI applied to operations. 
• Ability to challenge the status quo constructively. 
• Strong business acumen with a clear focus on customer experience. 
• Collaborative spirit and results-driven attitude.

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