naukri

Head of Operations & Transformation, Gulf

MetLife Services and Solutions, LLC

United Arab Emirates, UAE

Director

1 weeks ago

Operations ManagementCustomer ExperienceProcess ImprovementRegulatory ComplianceDigital TransformationLean

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Key skills for this role

Operations ManagementCustomer ExperienceProcess Improvement

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About the Role

The Role: The Head of Service & Operations is responsible for end-to-end operational delivery across employee benefits and protection solutions, including implementation and on.

Key Skills for This Role

Operations ManagementCustomer ExperienceProcess ImprovementRegulatory ComplianceDigital TransformationLean

Responsibilities

Design and implement an operations strategy that supports commercial commitments, financial objectives, regulatory compliance and scalable service delivery across the organisation
Execute on operational and customer service strategy to drive an improved end to end customer experience, drive operational efficiency and make it easier for customers to do business with us
Manage issuance, claims, services, and collections processes with the objective of meeting agreed service levels, quality standards, and regulatory requirements
Establish operations guidelines to ensure the effective functioning of the provider/medical network and the appropriate parameters for claims adjudication, pricing tables, and associated cost controls
Define and manage recovery payments and collections strategy across business lines to protect earnings and improve cash flow discipline
Oversee the timely and accurate consolidation of operational financial information, particularly collections and claims data, to support reporting to authorities, home office requirements, regulatory compliance and effective decision making
Supervise compliance with internal policies and applicable regulatory requirements across the UAE and the supported markets
Define and manage preventive and corrective action plans associated with internal and external audits
Lead continuous improvement and service process re engineering to improve operational effectiveness, customer outcomes, control standards and business line profitability
Responsible for strategic technological improvements/implementation to streamline processes from the UAE hub and standardize service delivery across Qatar, Oman, Bahrain and Kuwait
Lead the Digital Transformation and PMO agenda for the Gulf/GCC operations function
Attract, retain and motivate high performing talent across the operations function

Requirements

Experience in end to end operational delivery for employee benefits and protection solutions
Knowledge of UAE and local market regulations (Qatar, Oman, Bahrain, Kuwait)
Ability to travel across the GCC as required (estimated 10 20%)

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The Role

The Head of Service & Operations is responsible for end to end operational delivery across employee benefits and protection solutions, including implementation and onboarding, policy administration, billing, claims, collections and customer service.
Products are expected to include, as applicable by market, Group Life, Medical, Dental, Personal Accident, Critical Illness and Group Savings/Benefits, including End of Service and gratuity related solutions.
Based in the UAE as the primary operations hub, the role will oversee and support Qatar, Oman, Bahrain and Kuwait, ensuring consistent service delivery, effective controls and scalable processes across markets.
The incumbent will enhance the customer experience, drive efficiency, leverage technology, build strong partner relationships and ensure product compliance with applicable UAE and local market regulations, as well as internal governance requirements.
Working with other department heads, the incumbent will ensure the working environment, processes, guidelines and values are aligned with One MetLife and the Global Operations strategy.
This role is a critical business partner in achieving financial goals, improving operating performance and maintaining a controlled environment that mitigates operational risk across policy issuance, servicing and claims processes.

Key Responsibilities

Design and implement an operations strategy that supports commercial commitments, financial objectives, regulatory compliance and scalable service delivery across the organisation.
Execute on operational and customer service strategy to drive an improved end to end customer experience, drive operational efficiency and make it easier for customers to do business with us.
Manage issuance, claims, services, and collections processes with the objective of meeting agreed service levels, quality standards, and regulatory requirements.
Establish operations guidelines to ensure the effective functioning of the provider/medical network and the appropriate parameters for claims adjudication, pricing tables, and associated cost controls.
Define and manage recovery payments and collections strategy across business lines to protect earnings and improve cash flow discipline.
Oversee the timely and accurate consolidation of operational financial information, particularly collections and claims data, to support reporting to authorities, home office requirements, regulatory compliance and effective decision making.
Supervise compliance with internal policies and applicable regulatory requirements across the UAE and the supported markets (Qatar, Oman, Bahrain and Kuwait) to mitigate regulatory and conduct risks, including (as applicable) anti money laundering (AML), counter terrorist financing (CTF), sanctions
Define and manage preventive and corrective action plans associated with internal and external audits to ensure adherence to regional and global operational policies and local regulatory expectations.
Lead continuous improvement and service process re engineering to improve operational effectiveness, customer outcomes, control standards and business line profitability.
Responsible for strategic technological improvements/implementation to streamline processes from the UAE hub and standardize service delivery across Qatar, Oman, Bahrain and Kuwait.
Lead the Digital Transformation and PMO agenda for the Gulf/GCC operations function, including prioritisation and governance of transformation initiatives, delivery tracking, benefits realisation, process automation, change management, and alignment with regional and global technology roadmaps.
Create an effective and efficient work environment across all locations that will engage and enable associates to improve the customer experience.

Key Relationships

Reports to: Regional Head of Operations
Direct reports/team: 7 direct reports: Claims Lead; Billing & Reconciliation Lead; Underwriting/Policy Administration Lead; Customer Service Manager; Group Savings/Benefits (End of Service) Operations Manager; Dental/Provider Network Lead; Digital Transformation and PMO Lead.
Key Stakeholders: UAE business heads and Functional VP's/Directors; country leads/points of contact in Qatar, Oman, Bahrain and Kuwait; local regulators and external advisors; clients, brokers and key partners

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Head of Operations & Transformation, Gulf

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