Assess and monitor the risk and control environment for MetLife’s U.S. customer service and operations organization. Responsibilities include maintaining risk and control data in OpenPages, executing non-financial risk assessments and control reviews, identifying issues, implementing control metrics, evaluating AI and automation opportunities, and producing executive and detailed risk reporting. The role requires strong relationship management, communication, independent execution, and the ability to manage shifting priorities across global partners.
Description and Requirements
The Team You Will Join
Join MetLife's Global Technology and Operations (GTO) team, where what you build truly matters. Here, innovation and collaboration drive everything we do- from developing best-in-class digital solutions to safeguarding customer and employee data. Whether you're transforming insights into customer-first strategies, advocating for people in life's most important moments, or simplifying how we serve millions worldwide, your expertise makes a lasting impact. We bring MetLife's purpose to life, shaping a more confident future. Let's build it together.
The Opportunity
The Lead Operational Risk Consultant is responsible for assessing and monitoring the risk & control environment for the Global Customer Service & Operations (GCSO) organization across various lines of business throughout the US . This is an exciting opportunity to contribute to the ongoing execution of risk activities supporting the Non-Financial Risk Management framework within the GCSO organization in Global Technology & Operations and influence how the organization views risks.
Key Responsibilities
Required Qualifications
Preferred Qualifications
The expected salary range for this position is $100 ,000 - $130,000 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please click here .
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, 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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.
The Team You Will Join
Join MetLife's Global Technology and Operations (GTO) team, where what you build truly matters. Here, innovation and collaboration drive everything we do- from developing best-in-class digital solutions to safeguarding customer and employee data. Whether you're transforming insights into customer-first strategies, advocating for people in life's most important moments, or simplifying how we serve millions worldwide, your expertise makes a lasting impact. We bring MetLife's purpose to life, shaping a more confident future. Let's build it together.
The Opportunity
The Lead Operational Risk Consultant is responsible for assessing and monitoring the risk & control environment for the Global Customer Service & Operations (GCSO) organization across various lines of business throughout the US . This is an exciting opportunity to contribute to the ongoing execution of risk activities supporting the Non-Financial Risk Management framework within the GCSO organization in Global Technology & Operations and influence how the organization views risks.
Key Responsibilities
- Build and maintain strong working relationships with in-country partners.
- Maintain accuracy of regional process, risk, and control data within the GRC tool, OpenPages.
- Support Global Customer Service & Operations (GCSO) in the analysis of their risk and control environment through the accurate and timely execution of risk activities including Non-Financial Risk Assessment and Control Environment Reviews.
- Support GCSO in the self-identification of issues and the identification and implementation of control related metrics/indicators.
- Evaluate and implement opportunities for use of AI tools in the execution of the function.
- Produce accurate and timely reporting on risk activity outcomes (detailed and Executive level reporting).
Required Qualifications
- 5+ plus years of Risk Management/Assessment or related experience, with progressive responsibility, and a minimum of 2 years in the financial services industry, preferably insurance.
- Strong technical experience includes the ability to identify and implement automation solutions to drive efficiency in risk and control processes.
- Bachelor's degree in business, Accounting, Risk Management or related field.
- Demonstrated ability to execute in an ambiguous and dynamic environment with the ability to work flexible hours to support global partners.
- Strong interpersonal and teamwork skills - including oral and written communications, relationship building, collaboration, influencing, and problem solving across a broad range of levels in the organization.
- Experience working independently in a remote (off site) role with a strong focus on delivery of outcomes.
- Demonstrated flexibility with shifting priorities and ability to manage multiple priorities simultaneously.
Preferred Qualifications
- Secondary language fluency.
- Knowledge of GRC technology- OpenPages.
- Knowledge of Global Customer Service & Operations in a financial services environment.
- Advanced skills in MS Excel, PowerPoint, Claude, Copilot, PowerBI and Visio.
- Subject matter expertise in insurance Claims, Billing and Collections, or Policy Administration processes.
The expected salary range for this position is $100 ,000 - $130,000 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please click here .
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, 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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.
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