Head of Operations & Transformation, Gulf
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Key skills for this role
About the Role
MetLife is seeking an AVP, Head of Service, Operations & Transformation for the Gulf region, based in Dubai. This role oversees end-to-end operational delivery for employee benefits and protection solutions across UAE, Qatar, Oman, Bahrain, and Kuwait.
Key Skills for This Role
Responsibilities
- Design and implement an operations strategy that supports commercial commitments, financial objectives, regulatory compliance and scalable service delivery
- Execute on operational and customer service strategy to drive improved end to end customer experience and operational efficiency
- Manage issuance, claims, services, and collections processes to meet agreed service levels, quality standards, and regulatory requirements
- Establish operations guidelines for provider/medical network and claims adjudication parameters
- Define and manage recovery payments and collections strategy across business lines
- Oversee timely consolidation of operational financial information for reporting and compliance
- Supervise compliance with internal policies and regulatory requirements across UAE and supported markets
- Lead continuous improvement and service process re engineering
- Lead Digital Transformation and PMO agenda for Gulf/GCC operations function
- Attract, retain and motivate high performing talent across the operations function
Requirements
- 10+ years of experience managing large teams within the insurance industry
- Demonstrated leadership experience across a large, multi site insurance service or operations organization
- Deep understanding of key business and operational metrics and integrated analytics
- Significant change agent and innovator with ability to drive operational transformation
- Insurance product experience across Group and Retail lines
- Strong understanding of regulatory and legislative environment
- Strong influence, negotiation and conflict resolution skills
- Proven ability to work effectively in a matrixed environment
- Excellent analytical, decision making and problem solving skills
- Strong project management skills including PMO governance
- Digital transformation leadership including automation and workflow redesign
- Fluent in English required; Arabic preferred
Full Job Posting
Position Overview
- AVP, Head of Service, Operations & Transformation (Gulf/GCC) based in Dubai, UAE.
- Responsible for end to end operational delivery across employee benefits and protection solutions including Group Life, Medical, Dental, Personal Accident, Critical Illness and Group Savings/Benefits.
- Oversees and supports Qatar, Oman, Bahrain and Kuwait ensuring consistent service delivery, effective controls and scalable processes.
Key Responsibilities
- Design and implement an operations strategy that supports commercial commitments, financial objectives, regulatory compliance and scalable service delivery.
- Execute on operational and customer service strategy to drive improved end to end customer experience and operational efficiency.
- Manage issuance, claims, services, and collections processes to meet agreed service levels, quality standards, and regulatory requirements.
- Establish operations guidelines for provider/medical network and claims adjudication parameters.
- Define and manage recovery payments and collections strategy across business lines.
- Oversee timely consolidation of operational financial information for reporting and compliance.
- Supervise compliance with internal policies and regulatory requirements across UAE and supported markets.
- Lead continuous improvement and service process re engineering.
- Lead Digital Transformation and PMO agenda for Gulf/GCC operations function.
- Attract, retain and motivate high performing talent across the operations function.
Candidate Qualifications
- 10+ years of experience managing large teams within the insurance industry.
- Demonstrated leadership experience across a large, multi site insurance service or operations organization.
- Deep understanding of key business and operational metrics and integrated analytics.
- Significant change agent and innovator with ability to drive operational transformation.
- Insurance product experience across Group and Retail lines.
- Strong understanding of regulatory and legislative environment.
- Strong influence, negotiation and conflict resolution skills.
- Proven ability to work effectively in a matrixed environment.
- Excellent analytical, decision making and problem solving skills.
- Strong project management skills including PMO governance.
- Digital transformation leadership including automation and workflow redesign.
- Fluent in English required; Arabic preferred.
Key Relationships
- Reports to: Regional Head of Operations.
- Direct reports/team: 7 direct reports including Claims Lead, Billing & Reconciliation Lead, Underwriting/Policy Administration Lead, Customer Service Manager, Group Savings/Benefits Operations Manager, Dental/Provider Network Lead, Digital Transformation and PMO Lead.
- Key Stakeholders: UAE business heads, country leads in Qatar, Oman, Bahrain and Kuwait, local regulators, clients, brokers and key partners.
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