Senior Director, Operations & Service Transformation

Metlife; Puteaux; Hybrid; EUR 150,000 - 230,000; Full time

Job summary

MetLife in France seeks an experienced senior operations leader to direct and coordinate the New Business, Underwriting, Policy Admin, Claims, Call Center, Billing and Remittance domains. You will drive strategy, governance, and performance against SLAs, while advancing customer experience and regulatory compliance across the country.

You will lead multi-site teams, manage partnerships with outsourced providers, and collaborate with IT to sustain operational excellence and risk controls.

Qualifications

• 7+ years in large-scale Life and/or Medical insurance operations.
• Fluency in French and English.
• Experience leading multi-department operations teams.

Responsibilities

• Lead and manage the Operations Departments: New Business, Underwriting, Policy Admin, Claims, Call Center, Billing & Remittance.
• Develop and translate country operations strategy aligned with EMEA and regional plans.
• Drive major transformation projects to improve customer experience and operational efficiency.
• Ensure compliance with regulatory policies and internal controls.
• Oversee outsourced providers and IT partnerships to meet SLAs and KPIs.

Skills

Leadership

Process improvement

Regulatory knowledge

AI fluency

Job description

MetLife in France seeks an experienced senior operations leader to direct and coordinate the New Business, Underwriting, Policy Admin, Claims, Call Center, Billing and Remittance domains. You will drive strategy, governance, and performance against SLAs, while advancing customer experience and regulatory compliance across the country.

You will lead multi-site teams, manage partnerships with outsourced providers, and collaborate with IT to sustain operational excellence and risk controls.