Head of Operations & Transformation, Gulf
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Key skills for this role
About the Role
MetLife seeks an AVP, Head of Service, Operations & Transformation for the Gulf region based in Dubai. The role oversees end-to-end operational delivery for employee benefits and protection solutions across multiple markets.
Key Skills for This Role
Responsibilities
- Design and implement an operations strategy that supports commercial commitments, financial objectives, and regulatory compliance
- Manage issuance, claims, services, and collections processes to meet service levels and quality standards
- Oversee recovery payments and collections strategy to protect earnings and improve cash flow discipline
- Supervise compliance with internal policies and regulatory requirements across UAE and supported markets
- Lead continuous improvement and service process re engineering to improve operational effectiveness
- Lead the Digital Transformation and PMO agenda for Gulf/GCC operations
- Attract, retain and motivate high performing talent across the operations function
- Embed a Lean mindset across operations to reduce risk and strengthen continuous improvement
Requirements
- Extensive experience in operations leadership within insurance or financial services
- Experience in digital transformation and process improvement
- Knowledge of regulatory compliance including AML, CTF, FATCA/CRS
- Proven ability to manage teams and drive results in a matrix organization
- Strong stakeholder management and executive communication skills
- Ability to travel across GCC as required (10 20%)
Full Job Posting
Position Overview
- Position: AVP, Head of Service, Operations & Transformation (Gulf / GCC)
- Job Location: Dubai, United Arab Emirates (UAE hub supporting Qatar, Oman, Bahrain & Kuwait)
- The Head of Service & Operations is responsible for end to end operational delivery across employee benefits and protection solutions.
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 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 timely consolidation of operational financial information for reporting and decision making.
- 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 standardization across markets.
- Lead the Digital Transformation and PMO agenda for Gulf/GCC operations function.
- Create an effective work environment to engage and enable associates.
- Attract, retain and motivate high performing talent across operations.
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 Operations Manager.
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