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Director, Global Customer Service & Operations Risk Management

Date Posted: Nov 25, 2021

Location: Tampa, FL, US, 33647

Company: MetLife

Job Location: Tampa, FL / Virtual


Role Value Proposition: 

MetLife, at the Executive level, has placed a high priority on the implementation of a top tier Insurance industry Global Operations Risk Framework within the Global Operations Risk Management organization in Global Technology and Operations (GTO).  This is a great opportunity to contribute to the ongoing implementation of the risk 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 Corporate Risk Management, Internal Audit, Compliance, and Technology in the evolution and ongoing execution of the framework.  The Global Operation Risk Management organization is focused on the assessment and monitoring of risk within Global 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 Global Customer Service & Operations in the understanding of their control environment.
  • Support Global Customer Service & Operations in maturing their view of controls, execution of control testing, and self-identification of issues.
  • Support global control activities aligned with the Enterprise Non-Financial Risk Policy and Standard.
  • Support the development of control related metrics/indicators, alignment to performance metrics, and implementation of dashboard reporting.
  • Develop, implement, and provide reporting on control testing outcomes (both detailed and executive level summaries).
  • Support business capabilities globally to implement a sound internal control environment, including risk-based control testing and quality assurance.
  • Support Non-Financial Risk Assessment activities through the provision of relevant control data and engagement in workshop discussions, as applicable.
  • Support appropriate capture of control testing and quality assurance results globally
  • Support one-view of controls through alignment with Service & Operations, Global Risk Management, Compliance, and Internal Audit.
  • Manage the Controls Team and apply a continuous improvement mindset while instilling an experimentation and agile approach.
  • Communicate department strategy/vision effectively to staff and business partners.
  • Coordinate and collaborate, while building strong relationships, with Audit, Compliance, Operations Capability/Regional partners, Office of the Corporate Information Security Officer (CISO), and others as appropriate.


Essential Business Experience and Technical Skills:



  • 10+ plus years of Risk Management or related Internal Audit/Risk & Control Environment experience, with progressive responsibility, and a minimum of 5 years in the financial services industry, preferably insurance
  • Bachelor’s Degree in Business, Accounting, Risk Management or related field
  • Experience in development and implementation of control testing programs
  • 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 develop and implement 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 Operations partners globally



  • 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 Operations in a financial services environment
  • Ability to speak other languages (Spanish, Chinese, Portuguese, Japanese, other)
  • Experience in Fraud, Compliance, and/or Legal/Regulatory risk






Business Category

GTO Business Controls


Number of Openings



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.” 


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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies." 


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.



We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.



MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.



MetLife maintains a drug-free workplace.



Requisition #: 120026


Nearest Major Market: Tampa