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MetLife VP, Head of Automation in Cary, North Carolina

Job Location: Cary, NC Alternate Job Location: New York, NY or Tampa, FL


MetLife's Intelligent Automation (IA) team’s mission is to leverage automation and artificial intelligence to drive digital transformation within MetLife globally. We leverage best-in-class technologies such as Robotic Process Automation, Conversational AI, Intelligent Document Processing, Workflow and others, to solve business problems, drive efficiencies, improve accuracy while reducing risk, and improve customer and employee experience. IA team has had a massive impact in the past years in US, LatAM, EMEA and Asia, where we have established CoEs, and delivered and supported automation of thousands of processes, that has resulted in tens of millions of dollars in savings and improved experience.

The Role:

The Head of Automation will play a key role within Global Operations by leading a global team that designs and delivers solutions which re-imagine processes for our core operational capabilities (claims, billing and remittance, policy administration, new business, and underwriting, contact centers) through re-engineering, automation, and innovation.

This role will play a critical role in our AI and Business Process Re-engineering journey. This leader has experience in combining traditional AI techniques like decision intelligence automation and rules-based reasoning with Generative AI to create holistic AI solutions. This role has strong people leadership skills and the ability to infuse energy into the team, paving the path forward in the emerging tech space and extending automation expertise.

Key Responsibilities:

The Head of Automation will lead, oversee, and coordinate all aspects of automation efforts. Job duties include but are not limited to evaluating the suitability of candidate processes for improvement; determining the optimal suite of solutions for each process; prioritizing and managing the pipeline of automation initiatives; driving execution of automation programs on the ground; managing change, risks/issues, and ensuring that programs deliver expected results.

  • Lead the partnership with business owners to build the pipeline for business automation opportunities across Global Operations and effectively manage the pipeline with appropriate governance

  • Manage the relationship with IT to deliver stable and scalable technology platforms and secure resources to support global transformation programs

  • Lead, manage, develop, and motivate multiple execution teams with resources located across MetLife regions and/or in multiple Departments/Lines of Business

  • Significant interaction and communication with senior stakeholders, with a primary focus on global stakeholders

Key Relationships:

  • Reports to SVP, Global Enterprise Platforms

  • Direct reports/team: [5/60]

  • Key Stakeholders: Americas/EMEA/Asia Operations Heads, IT COE Leads

Essential Business Experience and Technical Skills:

  • 15-20+ years professional experience, preferably within insurance, financial services, or management consulting

  • BS/BA degree required, Masters or other advanced degree preferred

  • Demonstrable experience and success with the following technologies in scope: Business Process Management, Data Digitization and Document Management; Robotics Process Automation; Data Digitization; low code, no-code solution & natural language processing (NLP) Conversational AI solutions

  • Experience with automation technologies like Azure Document Intelligence, MS Power Automate, workflow solutions , Azure bot services, Sign Now, Azure GPT LLMs

  • Senior leadership experience with a background in operational excellence, strategy, planning, and driving change.

  • Strong financial and business acumen with previous exposure to change management and analytical problem solving.

  • Build product aligned delivery model with end to end accountable, agile teams.

  • Well organized with the ability to lead others in a multi-functional team environment and lead multiple, complex initiatives in a dynamic business environment

  • Strong ability to communicate a business case and influence decisions for change to senior leadership.

  • Accomplished change management leader, able to operate effectively in a highly matrix environment.

    Leadership Competencies:

  • Thinks Strategically - Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.

  • Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse, and multi-functional teams to successfully drive business objectives.

  • Seizes Opportunity - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.

  • Grows Talent - Inclusively and pro-actively develops talent, empowers individuals, and manages diverse teams to drive engagement and performance.

  • Focuses on Customers - Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.

Equal Employment Opportunity/Disability/Veterans

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MetLife maintains a drug-free workplace.