MetLife

Role Overview: 

The CPOS Partners Implementation Lead is responsible for the operational coordination, implementation, and ongoing development of processes for multiple partners (e.g., BT, TBI, Revolut, Raiffeisen) within the POS Corporate area. The role ensures operational excellence by driving the change agenda for each partner - including optimized processed, new products and digital roadmap initiatives — while monitoring performance, guiding responsible CPOS specialists, and maintaining professional communication with operational counterparts.

Key Responsibilities: 

Implementation & Development:

• Lead the implementation of new products, digital roadmap initiatives, and process changes for each partner, ensuring timely and accurate execution.
• Develop and optimize operational processes to meet evolving partner demands and business objectives.
• Coordinate cross-functional teams for process design, testing, and rollout.

Operational Excellence:

Partnership Operational Performance Monitoring:

• Track and report on key operational metrics for each partner, including SLA adherence, portfolio management, and process quality.
• Proactively identify areas for operational improvement and support the implementation of solutions. 
• Maintain a deep understanding of each partner’s business model, operational processes, and specific requirements.
• Proactively identify operational pain points and challenges faced by partners through direct communication and data analysis. Translate these insights into actionable process redesigns and improvements, ensuring solutions are practical and aligned with partner needs.
• Facilitate regular feedback sessions with partners to identify new pain points and improvement opportunities.

Guidance & Mentoring:

• Provide operational guidance and mentoring to colleagues managing partner portfolios, ensuring they understand the specific of each deal and perform operational activities according to the contract, product features, established standards and procedures. 
• Support knowledge transfer and documentation of operational processes.
• Oversee policyholder and partner feedback and complaints, ensuring timely and professional resolution and closing the loop with changes in the process design and operational execution 

Change Management:

• Coordinate and support the implementation of changes and improvements in operational processes, ensuring alignment with partner requirements and business objectives. 
• Facilitate the transition of new implementations and process changes to BAU, ensuring operational readiness and minimal disruption.
• Analyze data and reports to identify trends and opportunities for improvement within the policy owner service process, with a focus on enhancing customer satisfaction and supporting business growth.
• Actively seek innovative solutions and encourage exploration of new technologies like AI, RPA, and Power Automate to streamline processes, improve efficiency, and empower the team to deliver exceptional service; train people to get familiar to new technologies and embrace them in their work.
• Coordinate closely with cross-functional areas such as IT, Product, Sales to ensure that all operational implementations, process changes, and partner-specific initiatives are aligned with company objectives. 

Business Knowledge/Technical Skills 

• University degree.
• Very good knowledge of English.
• Strong operational and project coordination skills.
• Experience in implementing change agendas, new products, and digital initiatives. 
• Ability to analyze and interpret the financial results.
• Ability to operate the insurance contract, analyze and interpret the policy conditions and functions.
• Previous experience in financial/ insurance industry is a plus. 

Personal Capabilities 

• Excellent communication skills. 
• Digital enthusiast.
• Commercial mindset. 
• Collaboration skills. 
• Strategic thinking. 
• Change Management.
• Passion to work with people.
• Collaborative mindset and strong emotional intelligence.