Manager
Position Title: Manager - Process & Service Excellence
Reports to (Responsibility Level): Service Delivery Leader/ Senior Manager
Supervises: NA
Global Grade:
GG 11
Complexity: T5C5
Position Summary
As part of global Process and Service Excellence team, execute business process re-engineering projects in Operations/ Corporate Functions domain. Create an impact for the business by enhancing customer centricity, improving efficiency and effectiveness, and optimizing cost within Operations
Job Responsibilities
As part of global transformation team:
• Own multiple workstreams of business process re-engineering projects - Independently drive discussions with process owners, problem solving meeting with senior operations leaders.
• Conduct current state assessment and design target operating model.
• Identify pain-points/ improvement opportunities in the processes and assess their impact on the business.
• Design solutions corresponding to the pain-points/ challenges and prioritize them as by conducting cost benefit analysis.
• Create business cases supporting the solutions designed for the challenges.
• Create final deliverables for the stakeholders using PowerPoint, Word, Excel
As part of GSS Transformation Practices
• Contribute to practice building activities - conduct knowledge sharing sessions.
• Coach junior members of the team
Education, Technical Skills & Other Critical Requirement
Education
Graduation from a tier 1-2 institute, preferably MBA
Experience
(In Years)
• 6 - 8 years of total work experience with at least 2-4 years of experience in insurance industry/ consulting firms
• Minimum 2 years of experience in innovation, strategy & operations, transformational roles
• Experience in Digital transformation in Insurance domain to be of added advantage.
Technical Skills
•
Functional Skills
• Ability to develop presentations that are clear and impactful.
• Strong analytical and critical thinking skills.
• Excellent people skills and ability to work effectively within a team.
• Critical eye to identify areas for improvement in the business.
• Team player with ability to create and deliver high-impact communications to stakeholders (written and oral)
• Ability to facilitate workshops, discussions among multiple stakeholders and obtain alignment on alignment on agenda items.
• Initiative-taking, initiative-taking, ability to work independently with minimal guidance.
• Ability to adapt approach to diverse cultures, communication styles, and working styles
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, 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!
#BI-Hybrid
Top Skills
What the Team is Saying
What We Do
Named among the World’s Most Admired Companies™ by Fortune and recognized in the Fortune 100 Best Companies to Work For® list in 2025, MetLife is leading the global transformation of an industry we’ve defined for more than 155 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife fosters an inclusive culture where our people are energized and inspired to deliver for our customers and communities. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
