MetLife

The Operations Capability Consultant plays a critical role in strengthening capability across MetLife Australia’s Operations teams by designing, delivering and continually improving learning solutions that support business performance. Guided by our purpose — always with you, building a more confident future — and our New Frontier strategy, this role focuses on equipping teams with the technical, regulatory and behavioural skills required to deliver strong customer and business outcomes.

Working closely with Operations, Claims, Underwriting and People & Culture leaders, you’ll act as a trusted learning partner, supporting continuous improvement and capability uplift across the organisation.

Key Responsibilities

• Design, deliver and evaluate engaging face‑to‑face, virtual and hybrid training solutions aligned to operational capability needs.
• Develop and facilitate life insurance technical training programs across underwriting, claims and operations, including assessments and curriculum management.
• Analyse quality assurance findings to identify capability gaps and partner with leaders to implement targeted training solutions.
• Coach and mentor team members to support skill development, performance improvement and change adoption.
• Manage training administration, learning content and compliance within the Learning Management System (LMS).

Required Qualifications

• Certificate IV in Training and Assessment (Diploma or Degree preferred).
• 3–5 years’ experience in a life insurance underwriting and/or claims environment.
• Strong understanding of life insurance principles, underwriting guidelines and risk management practices.
• Demonstrated experience designing and delivering technical and soft‑skills learning in operational environments.
• Excellent communication, facilitation and stakeholder engagement skills.

Preferred Qualifications

• Experience delivering virtual and hybrid learning solutions, including eLearning and digital content.
• Knowledge of medical terminology and insurance regulatory and compliance frameworks.
• Experience supporting organisational change and continuous improvement initiatives.
• Willingness to travel occasionally to other MetLife locations to support training deliver.
• Comfort using AI-enabled and digital productivity tools (e.g. Microsoft 365 Copilot or similar), where appropriate, to support productivity and continuous improvement in line with MetLife policies and controls.