Operational Risk Consultant, EMEA & US

Description and Requirements
The Team You Will Join
Join MetLife's Global Technology and Operations (GTO) team, where what you build truly matters. Here, innovation and collaboration drive everything we do- from developing best-in-class digital solutions to safeguarding customer and employee data. Whether you're transforming insights into customer-first strategies, advocating for people in life's most important moments, or simplifying how we serve millions worldwide, your expertise makes a lasting impact. We bring MetLife's purpose to life, shaping a more confident future. Let's build it together.
The Opportunity
The Operational Risk Consultant is responsible for supporting self-identified issue management for Global Customer Service and Operations partners across EMEA and the US. 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 & Controls 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

• Support appropriate capture , management , and closure of self-identified issues (SIIs), risk acceptances, and risk events regionally in alignment with the Enterprise Non-Financial Risk Policy and Issue Management Standard.

• Support Global Customer Service & Operations in maturing their view of controls and self-identification/validation of issues.

• Deliver on issue management related goals/deliverables; implement best practices.

• Support issue reporting needs for periodic management reporting.

• Support the roll-out and the adoption of issue management process improvements and automation opportunities .

• Partner to drive one-view of risk and applicable controls through alignment with Global Customer Service & Operations, Global Risk Management, Compliance, and Internal Audit.

• A pply 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 Customer Service & Operations regional partners, Risk and Compliance, IT and other GTO partners, and others as appropriate .

• Perform other duties as assigned or required to support team risk management activities.

Required Qualifications

• 1-2 plus years of Risk Management or related Internal Audit/Risk & Control Environment experience, with progressive responsibility.

• E xperience in issue manag e ment and best practices, including root cause analysis and developing action plans to mitigate control gaps.

• Demonstrated track record of proactive communication to partners and leadership and ability to produce timely reporting for audiences at varying levels within the organization.

• Strong interpersonal and teamwork skills - including oral and written communications, relationship building, collaboration, and influencing - across a broad range of levels in the organization.

• Experience using data analytics and/or artificial intelligence tools.

• Experience using 'GRC' tools.

• Demonstrated ability to execute in an ambiguous and dynamic environment with a focus on delivery of outcomes.

• Customer service orientation.

• Ability to work independently and collaboratively.

• Problem solver with the ability to translate information into actionable recommendations.

• 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 Qualifications

• A minimum of 2 years in the financial services industry, preferably insurance.

• Fluency (written and verbal) in a secondary language (French, Spanish, Arabic, etc.)

• Experience in Fraud, Compliance, and/or Legal/Regulatory risk.

• Bachelor's degree in accounting, Risk Management or related field.

• 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.

The expected salary range for this position is $59,000 - $99,300 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.
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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.