Lead Operational Risk Consultant

Description and Requirements
Role Value Proposition:
MetLife, at the Executive level, has placed a high priority on the implementation of a top tier Insurance industry Non-Financial Risk Framework within Global Technology and Operations (GTO). As a part of the GTO Business Controls team, supporting Global Customer Service & Operations, this is a great opportunity to contribute to the ongoing maturity and execution of the risk and control framework in a large, global institution and influence how the organization views risk. You will partner closely with business stakeholders and other corporate functions, including Global Risk Management, Internal Audit, Compliance, and Technology in the evolution and ongoing execution of the risk & control framework. The Business Controls, Global Customer Service and Operations Risk Management organization is focused on the assessment and monitoring of risk within Global Customer Service & Operations and understanding how the risk landscape continues to evolve over time to ensure that the risk framework is continually addressing emerging risk.
Key Responsibilities:

• This position supports the South America region.
• Lead/Support Non-Financial Risk Assessment activities.
• Prepare reporting on Non-Financial Risk Assessment outcomes (both detailed and executive level summaries).
• Lead/Support issues management process regionally.
• Support Global Customer Service & Operations in the understanding of their risk environment.
• Support Global Customer Service & Operations in maturing their view of risks, execution of the Non-Financial Risk Assessment process, and self-identification/validation of issues.
• Support risk-related activities aligned with the Enterprise Non-Financial Risk Policy and Standard.
• Deliver on risk related goals/deliverables; implement best practices.
• Provide training on risk related best practices.
• Implement/support risk related metrics/indicators, performance metrics, and dashboard reporting.
• Support appropriate capture of applicable risks and controls regionally.
• Partner to drive one-view of risk and applicable controls through alignment with Global Customer Service & Operations, Global Risk Management, Compliance, and Internal Audit.
• Support risk activities regionally and apply a continuous improvement mindset while instilling an experimentation and agile approach.
• Support and communicate department strategy/vision effectively to business partners.
• Coordinate and collaborate, while building strong relationships, with Internal Audit, Risk, Compliance, Customer Service & Operations regional partners, IT and other GTO partners, and others as appropriate.
• Perform other duties as assigned or required.

Essential Business Experience and Technical Skills:
Required skills

• Fluent in Spanish (both spoken and written).
• 5 - 6+ years of Risk Management or related Internal Audit/Risk & Control Environment experience, with progressive responsibility.
• Minimum of 2 years in the financial services industry, preferably insurance.
• Experience leading risk assessments in a virtual environment.
• Experience with issue management, including validation activities for issue closure.
• Bachelor's degree in business, accounting, risk Management or related field.
• Experience in execution of a non-financial risk assessment process and use of 'GRC' tools.

• Demonstrated ability to execute in an ambiguous and dynamic environment with a focus on delivery of outcomes.
• Strong interpersonal and teamwork skills - including oral and written communications, relationship building, collaboration, and influencing - across a broad range of levels in the organization.
• Problem solver with the ability to translate information into actionable recommendations.
• Demonstrated track record of proactive communication to partners and leadership.
• Demonstrated ability to produce timely reporting for audiences at varying levels within the organization.
• Customer service orientation.
• Ability to work independently and collaboratively.
• Demonstrated flexibility with shifting priorities and ability to manage multiple priorities simultaneously.
• Ability to work flexible hours to support Customer Service & Operations partners globally.

Preferred skills:

• Risk related or other certifications (e.g. CPA/CIA/JD),
• Knowledge of GRC technology: OpenPages, Archer, etc.
• Understanding of latest risk trends in financial services.
• Knowledge of Global Customer Service & Operations in a financial services environment.
• Experience in Fraud, Compliance, and/or Legal/Regulatory risk.
• Subject matter expertise in Claims, Billing and Collections, and Policy Administration processes.
• Experience using data analytics and/or artificial intelligence tools.
• Fluent in Portuguese (preferred but not required).

The salary range for applicants for this position is $81,500 - $137,400.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
$81,500 - $137,400