VP, Process & Service Excellence

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Date Posted: May 24, 2023

Location(s): Bridgewater, NJ, US, 8807

Company: MetLife

Vice President – Process & Service Excellence


Job LocationBridgewater, NJ, Charlotte, NYC, Cary, NC. Office schedule is hybrid with 3-days in the office and 2-days out.


Department:  Global Technology—Global Business Solutions


The Role: This role will be critical in the development and scaling of the business process reengineering (BPR) capability across MetLife, focused on simplifying end-to-end customer experiences and business processes, while reducing operational expenses and risks. The BPR capability will be deployed to the highest-priority enterprise processes, as determined by the ELT, with direct accountability to ELT members regarding learnings, solution outcomes and mobilization of resources. As such, this leader will be required to demonstrate deep technical BPR expertise, accompanied by the executive presence required to interface with senior leadership.


Key Responsibilities:

This capability, and consequently this leader, will drive the prioritization, alignment, and execution of BPR engagements resulting in simplified customer servicing experiences, streamlines core processes, intelligent automation, de-risking of business processes, enrichment of work for our people and realization of cost/capacity right-sizing.


This role will focus on BPR strategy and engagement across the U.S. Business, including heavy customer-facing roles. In addition, the role will drive the development and enablement of our shared services strategy, with the goal of scaling MetLife’s 3,500-person global capability center in India.


Key responsibilities include:

  • Development/refinement of the business process reengineering methodology
  • Deployment of human-centered experience and end-to-end process assessments
  • Identification of both near-term and long-term strategic reengineering opportunities that span customer experience, operational processes, digitization, automation, and risk management practices
  • Design of experience, process and technology-driven solutions using contemporary problem-solving techniques
  • Prioritization and sequencing of strategic transformation workstreams to realize opportunities identified
  • Strategic end-to-end business case development and socialization
  • Solution implementation planning, sizing and sequencing across business, operations, technology and other delivery/control partners
  • Development of success measurement system and sustainability plans
  • Broad, multidisciplinary stakeholder management (including ELT members)
  • Development of executive stakeholder materials and accountability measures


Candidate Qualifications:

  • Bachelor’s degree and related field experience required
  • 15+ years leadership level experience with a background in operational excellence, Lean, process reengineering and/or large-scale transformation
  • High aptitude for critical thinking, analytics and problem solving
  • Ability to work across and break down organizational silos (end-to-end enterprise mindset)
  • Ability to work and communicate across professional disciplines (business, operations, technology, risk, etc.)
  • Intellectually curious and voracious learner
  • Willingness to take calculated risks
  • Commercial mindset that can balance customer expectations, firm success and people
  • Strong business acumen, with ability to distill out commercial impacts
  • Credible, trusted advisor to senior business leaders
  • Excellent communicator, with ability to sift through complexity and articulate key messages
  • Empathetic and high EQ to create followership and drive alignment across teams
  • Comfort with ambiguity and ability to focus across competing priorities
  • Practical experience with design-led thinking and experience design preferred
  • Ability to travel


Leadership Competencies:

  • Thinks Strategically - Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Seizes Opportunity - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
  • Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.
  • Experiment with confidence - Courageously learn and test new ideas without fear of failure



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.