Description and Requirements
Position: Senior Operational Risk Consultant, GTO Business Controls, Global Customer Service & Operations Risk Management
Job Location: Remote
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 & Mexico regions and fluency (written and spoken) in Spanish is required.
- Support Global Customer Service & Operations in the understanding of their control environment.
- Support Global Customer Service & Operations in maturing their view of controls, execution of the Non-Financial Risk Assessment process, and self-identification/validation of issues.
- Support control-related activities aligned with the Enterprise Non-Financial Risk Policy and Standard.
- Deliver on control related goals/deliverables; implement best practices.
- Execute control testing and oversee control testing programs.
- Provide training on control testing best practices.
- Implement/support control related metrics/indicators, performance metrics, and dashboard reporting.
- Support Non-Financial Risk Assessment activities.
- Support appropriate capture of applicable 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 control testing 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.
Required Skills
- Bilingual in English and Spanish fluency, both verbal and written ability required.
- 3-4 plus years of Risk Management or related Internal Audit/Risk & Control Environment experience, with progressive responsibility.
- Significant experience in audit and/or control testing and control testing best practices, including developing and owning a control testing plan / schedule and experience, evaluating processes, drafting controls and developing test scripts / checklists.
- 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 Skills
- A minimum of 2 years in the financial services industry, preferably insurance.
- Experience in Fraud, Compliance, and/or Legal/Regulatory risk.
- Prior experience in customer service and operations risk.
- Subject matter expertise in Claims, Billing and Collections, and Policy Administration processes.
- Bachelor's degree in accounting, Risk Management or related field.
- Risk related or other certifications (e.g. CPA/CIA/JD)
- Fluency (written and spoken) in Portuguese.
- 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.
At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."
The salary range for applicants for this position is $85,000 - $112,000.
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", Fortune World's 25 Best Workplaces™ for 2024, 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.
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.
$85,000 - $112,000
