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Lead Operational Risk Consultant

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Date Posted: May 12, 2022

Location(s): Remote, US, 0

Company: MetLife

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.” 


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 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 framework.  The Business Controls, Global Customer Service & 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 Global Customer Service & Operations in executing Risk Programs.
  • Provide implementation governance over Enterprise Risk & Compliance programs that impact Global Service & Operations to ensure quality and timeliness of implementation and drive self-identification of issues.
  • Collaborate with Controls Team to identify and share QA and control testing opportunities stemming from risk/compliance programs.
  • Collaborate with the Risk Team to identify and share new or modified risks stemming from risk/compliance programs.
  • Consult and support Global Customer Service & Operations partners to mitigate risk that arises due to regulatory, process or system change.
  • Deliver on risk/compliance program related goals/deliverables; implement best practices.
  • Implement and support risk/compliance program related metrics/indicators, performance metrics, and dashboard reporting.
  • Support risk/compliance program 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.


Essential Business Experience and Technical Skills:



  • Bachelor’s degree in Business, Accounting, Risk Management or related field.
  • 5+ plus years of Risk Management or related Internal Audit/Risk & Control Environment experience, with progressive responsibility.
  • 2+ years in the financial services industry, preferably insurance.
  • Demonstrated ability to execute in an ambiguous and dynamic environment with a focus on delivery of outcomes
  • 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 produce timely reporting for audiences at varying levels within the organization
  • Strong organizational skills and attention to detail and quality
  • 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, as needed, to support Customer Service & Operations partners globally



  • Risk related or other certifications (e.g., CPA/CIA/JD)
  • Knowledge of GRC technology: OpenPages, Archer, etc.
  • Secondary language fluency (Spanish, Portuguese, Korean, etc.)
  • Understanding of latest risk trends in financial services
  • Knowledge of Global Customer Service & Operations in a financial services environment
  • 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


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 #: 124992