MetLife

Risk & Control Management

§  Provide oversight of departmental Non-Financial Risk Assessments (NFRAs), ensuring risks and controls are accurately maintained by responsible teams.

§  Monitor the design and implementation of operational and regulatory controls, validating that gaps are addressed and enhancements are made where required.

§  Oversee the execution of quarterly control testing, reviewing outcomes and ensuring deficiencies are remediated.

§  Ensure risk events are reported, tracked, and closed by the owning teams within agreed timelines.

§  Review and challenge the process for self-identification of issues, confirming that submissions are logged, tracked, and remediated appropriately.

§  Maintain oversight of audit readiness, ensuring evidence, testing results, and issue closures are up to date.

§  Monitor internal audit activities across Operations, reviewing findings and overseeing timely remediation to closure.

Quality Assurance & Continuous Improvement

§  Provide oversight of the Quality Assurance (QA) function, ensuring policies, procedures, and QA reviews are consistently applied across Operations.

§  Review and validate updates to the Quality Framework, ensuring continuous improvement initiatives are properly designed and implemented by the responsible team.

§  Monitor root cause analysis of recurring QA issues, challenging outcomes and ensuring corrective actions are tracked to closure.

§  Oversee the continuous improvement program, reviewing progress on transformation projects, streamlining initiatives, and validating delivery against set objectives.

Performance Management & Planning

§  Provide oversight and guidance on the preparation and reporting of Key Performance Indicators (KPIs) to ensure accuracy, relevance, and alignment with business objectives.

§  Oversee the annual target-setting process for operational metrics, ensuring it reflects strategic priorities and regulatory expectations.

§  Monitor and review budget planning and monthly performance analysis, challenging assumptions and ensuring variances are addressed by responsible teams.

Financial Crime & Regulatory Compliance

• Oversee a centralized unit responsible for Alert Management, including Sanctions, PEP, Transaction Monitoring, KYC work items, CRS, and FATCA alerts.
• Act as a subject matter advisor on FATCA and CRS compliance, ensuring processes remain effective, up to date, and continuously improved.
• Oversight over the PCI Compliance Program, ensuring annual certification and adherence to all mandated controls.

§  Act as the Operations point of contact for cross-functional regulatory initiatives and projects.

§  Review and interpret new regulations, collaborating across teams to develop and implement compliance action plans.

§  Partner with Risk, Compliance, Internal Audit, and External Audit teams to ensure adherence to regulatory requirements and best practices.

Complaints Management & Customer Experience

§  Provide oversight of the Complaints Management framework, ensuring policies and processes are consistently applied across Operations.

§  Monitor the effectiveness of the complaints handling team, ensuring customer issues are resolved in a timely and effective manner.

§  Review root cause analysis of complaints and validate that corrective actions are identified, implemented, and tracked to closure.

§  Ensure complaints insights are regularly escalated to management and used as a tool to drive service improvements and process alignment.

• Act as a governance point to confirm that complaints management activities meet regulatory expectations and contribute to enhancing customer experience

QUALIFICATIONS, SKILLS, EXPERIENCE 

• Bachelor’s degree in Business Administration, Risk Management, Compliance, or related field.
• 8–12 years of experience in risk management, operational risk, compliance, audit, or related functions within the financial services or insurance industry.
• Demonstrated experience in managing non-financial risk assessments, internal controls, and regulatory compliance programs.
• Prior involvement with regulatory audits, FATCA/CRS compliance, sanctions screening, and PCI compliance highly desirable.
• Proven track record of leading cross-functional initiatives and working effectively with senior leadership and regulators.

COMPETENCIES REQUIRED

• Strong knowledge of risk management methodologies, control frameworks, and regulatory requirements.
• Excellent project management skills, with the ability to drive multiple initiatives simultaneously.
• Exceptional communication, presentation, and stakeholder management skills.
• Strong problem-solving and decision-making capabilities with attention to detail.