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AVP, Digital Automation Lead

Date Posted: Jan 15, 2019

Location: Tokyo, 13, JP, 0

Company: MetLife

You can perform as you think at MetLife.


Role Value Proposition: The Digital Automation Lead will manage a team that engages with lines of business (claims, billing and remittance, policy administration, new business and underwriting, contact centers), identifies, assesses, prioritizes, delivers automation opportunities and matures the automation capability in Japan/Asia


The role is responsible for overseeing, and coordinating multiple large scale and complex transformation initiatives across GTO / MetLife Enterprise that address business challenges through process re-engineering and automation-based enabling technologies, such as: robotics process automation; data digitization; BPM/workflow; rules engines, and other strategic technology solutions.  The core of this role is the identification of suitable opportunities for automation, and working in partnership with internal and external Global Operations leaders, process owners and SMEs to ensure the success of business process automation at MetLife.



Key Responsibilities:

  • Leading and providing guidance to engagement leads representing a broad set of business areas
  • Leading the partnership with business owners to build the pipeline for business automation opportunities across Global Operations and effectively managing the pipeline with appropriate governance
  • Localize and adopt the framework for opportunities; conduct assessments and benefit calculations
  • Delivery of automated processes and service management in-line with operational KPIs and agreed-upon timescales, when implementing Robotics Process Automation solutions
  • Implementing appropriate stakeholder and change management processes to ensure expected results are achieved
  • Significant interaction and communication with senior stakeholders, with primary focus on Line of Business leaders and their directs


Travel Requirements: 10-20%


Essential Business Experience and Technical Skills:

  • 10-15+ years professional experience, preferably within insurance or financial services
  • BS/BA degree required, Master’s or other advanced degree preferred
  • Demonstrable experience and success with the following technologies in scope: Business Process Management; Scanning, Imaging and Document Management; Robotics Process Automation; Data Digitization; Policy Administration and Claims systems; online solutions; and Call Center solutions (IVR, CTI, ICR, ACD etc.)
  • Senior leadership experience with business transformations, operational excellence, strategy, planning and driving change
  • Strong financial and business acumen with previous exposure to change management and analytical problem solving
  • Well organized with ability to lead others in a multi-functional team environment and lead multiple, complex initiatives in a dynamic business environment
  • Strong ability to communicate a business case and influence decisions for change to senior leadership
  • Accomplished change management leader, able to operate effectively in a highly matrix environment.
  • Strong relationship skills with the ability to create a positive, collaborative environment while involving and influencing key stakeholders in the change process
  • Operates effectively in a team setting as a leader, facilitator and team member
  • Demonstrated leadership capabilities, including but not limited to: strategic thinking; problem solving; ability to lead change through synthesis and interpretation of data; consistent delivery of results to the satisfaction of internal and external customers; developing dynamic, constructive working relationships and partnerships with internal and external leaders; proactive in identifying issues and taking appropriate measures to develop plans that resolve the problems
  • Engaged, “hands on” approach
  • Advanced skills in business management tools including: Microsoft PowerPoint, Word, Excel, Visio, Project, Access, SharePoint


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.
  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.

Key Relationships:

  • Reports to: VP Process Automation, Digital, Global Technology & Operations
  • Direct reports/team: 2 direct reports / 21+  total team
  • Key Stakeholders: Line of Business Operations Heads, IT COE Lead, Process Excellence Regional leaders




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 more than $500 billion in managed assets as of December 31, 2016. We are ranked #42 on the Fortune 500 list for 2017. In 2017, we were named to the Dow Jones Sustainability Index (DJSI) for the second year in a row. DJSI is a global index to track the leading sustainability-driven companies.