MetLife

Are you ready to lead, inspire, and make a real impact in the life insurance industry? MetLife Australia is looking for a dynamic Senior Manager – Customer Relations & Operational Risk to join our team.

Why MetLife Australia?

• Purpose & Impact: Help protect the financial wellbeing of millions of Australians and drive positive change for our customers.
• Global Connections: Collaborate with talented colleagues locally and globally, gaining exposure to best practices and diverse perspectives.
• Career Growth: We invest in your development with leadership programs, mentoring, and opportunities to work on industry-leading projects.
• Inclusive Culture: Join a supportive, diverse team where your ideas are valued and your growth is encouraged.
• Flexible Benefits: Enjoy flexible working arrangements, health and wellbeing initiatives, and a strong commitment to work-life balance.

About the Role:

As Senior Manager – Customer Relations & Operational Risk, you’ll:

• Lead and embed a robust first line of defence risk framework across Operations, ensuring compliance with APRA and ASIC standards.
• Oversee the end-to-end complaints management process, ensuring fair, transparent, and timely resolution in line with ASIC RG271.
• Drive a strong risk culture, using customer dispute insights to improve policies, processes, and governance.
• Champion regulatory change, ensuring our operations remain compliant and aligned with industry standards.
• Build strong relationships with internal and external stakeholders, including governance committees and regulators.

What You’ll Bring

• 5+ years’ experience in litigation/dispute management and operational risk within insurance or financial services.
• Proven leadership skills and ability to motivate and develop teams.
• Strong understanding of life insurance products, regulations, and risk frameworks.
• Excellent communication, stakeholder management, and analytical skills.
• Commitment to customer centricity and continuous improvement.

Ready to take the next step?

Apply now to become part of a team that values your expertise, supports your growth, and celebrates your success.