Head of Operations & Transformation, Gulf
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Key skills for this role
About the Role
MetLife Gulf seeks an AVP, Head of Service, Operations & Transformation to lead end-to-end operational delivery for employee benefits across the Gulf region. Based in Dubai, the role oversees policy administration, claims, customer service, and digital transformation.
Key Skills for This Role
Responsibilities
- Design and implement an operations strategy that supports commercial commitments, financial objectives, regulatory compliance and scalable service delivery
- Manage issuance, claims, services, and collections processes to meet service levels, quality standards, and regulatory requirements
- Lead continuous improvement and service process re engineering to improve operational effectiveness and customer outcomes
- Oversee digital transformation and PMO agenda for Gulf/GCC operations
- Attract, retain and motivate high performing talent across the operations function
- Ensure compliance with internal policies and regulatory requirements across UAE and supported markets
Requirements
- Extensive experience in insurance operations, particularly employee benefits and protection solutions
- Proven leadership experience managing teams and driving operational strategy
- Knowledge of regulatory requirements in UAE and Gulf markets
- Experience with digital transformation and process automation
- Strong analytical and financial acumen
- Ability to travel across GCC (10 20%)
Full Job Posting
Position Overview
- AVP, Head of Service, Operations & Transformation (Gulf / GCC) based in Dubai, UAE hub supporting Qatar, Oman, Bahrain & Kuwait.
- Responsible for end to end operational delivery across employee benefits and protection solutions, including implementation, policy administration, billing, claims, collections and customer service.
Key Responsibilities
- Design and implement an operations strategy that supports commercial commitments, financial objectives, regulatory compliance and scalable service delivery.
- Manage issuance, claims, services, and collections processes with the objective of meeting 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 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.
- Responsible for strategic technological improvements and digital transformation.
- Lead the Digital Transformation and PMO agenda for Gulf/GCC operations.
- Create an effective work environment and attract, retain, and motivate high performing talent.
- Set goals, monitor performance, and evaluate results.
- Develop differentiated operational capabilities by leveraging technology and best practices.
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/
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