Lead business process re-engineering projects to enhance customer satisfaction and optimize operational efficiency. Conduct assessments, design solutions, and create impactful business cases for stakeholders.
Description and Requirements
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
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
Excel
PowerPoint
Word
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