Director of Business Controls Transformation

MetLife; Cary (NC); Hybrid; USD 135,000 - 155,000; Full time

Benefits offered by this job

Health plan

401(k) with employer matching

Life insurance

Paid time off

Job summary

MetLife’s Global Technology and Operations (GTO) team invites you to lead a strategic transformation in risk and controls. As Director of Business Controls Transformation, you will define enterprise change management vision, influence executive decisions, and shape how AI-driven initiatives are adopted across AMER, EMEA, APAC, and LATAM.

This hybrid role requires 3 days in office and offers a salary range of $135,000 to $155,000, plus incentives.

Qualifications

• 12+ years in organizational change management, transformation leadership, or strategic program management.
• 5-8+ years in financial services, insurance, or other regulated industries, with at least 3 years in a director-level or equivalent role.
• Proven track record of leading enterprise-scale change management for technology and operational transformation programs.
• Executive presence with demonstrated ability to influence C-suite and senior leadership decision-making.
• Experience building and leading change management teams and developing organizational change capabilities.

Responsibilities

• Define and own the enterprise change management strategy, roadmap, and success metrics for a multi-year risk and controls transformation program.
• Establish the change management governance model, including decision rights, escalation paths, and executive sponsorship framework.
• Design the enterprise-wide change playbook that scales across multiple risk signal workstreams, business areas, and regions (AMER, EMEA, APAC, LATAM).
• Present change management progress, risks, and strategic recommendations to senior leadership and executive committees.
• Build the change management capability and team, including hiring, mentoring, and developing change practitioners.
• Own the relationship between change management, operational teams, and enterprise stakeholders to ensure strategic coherence.

Skills

Change management

Executive presence

Leadership

Stakeholder engagement

AI/Automation understanding

Tools

OpenPages

ServiceNow

Aravo

Job description

Join MetLife’s Global Technology and Operations (GTO) team, where what you build truly matters. Here, innovation and collaboration drive everything we do— from developing best-in-class digital solutions to safeguarding customer and employee data. Whether you're transforming insights into customer-first strategies, advocating for people in life’s most important moments, or simplifying how we serve millions worldwide, your expertise makes a lasting impact. We bring MetLife’s purpose to life, shaping a more confident future. Let’s build it together.

The Opportunity

The Director of Business Controls Transformation is a strategic change leadership role and trusted advisor to senior leadership within a large-scale risk and controls transformation. This role sets the enterprise change management vision and strategy, shaping how a global technology and operations organization reimagines its risk, controls, and governance operations. The Director owns the enterprise change architecture, influences executive decision-making, builds change management capability, and is accountable for measurable adoption outcomes across the full program. The role facilitates how AI impacts existing process change, partnering with innovation leadership to advise on organizational readiness and workforce evolution. This is a high-visibility position requiring executive presence, strategic thinking, and the ability to drive organizational change at scale in a global insurance environment.

Key Responsibilities

• Define and own the enterprise change management strategy, roadmap, and success metrics for a multi-year risk and controls transformation program.
• Establish the change management governance model, including decision rights, escalation paths, and executive sponsorship framework.
• Design the enterprise-wide change playbook that scales across multiple risk signal workstreams, business areas, and regions (AMER, EMEA, APAC, LATAM).
• Present change management progress, risks, and strategic recommendations to senior leadership and executive committees.
• Build the change management capability and team, including hiring, mentoring, and developing change practitioners.
• Own the relationship between change management, operational teams, and enterprise stakeholders to ensure strategic coherence.

Process Redesign & Operating Model Transformation

• Architect the target-state operating model changes across a global, matrixed technology organization, including organizational design recommendations and executive alignment.
• Own the enterprise change strategy for risk routine governance, controls framework modernization, policy transformation, and education programs.
• Define the future-state vision for how the organization identifies, escalates, and remediates risk, and lead the executive change narrative to drive adoption.
• Design change approaches that transition the organization from reactive, audit-cycle-driven operations to proactive, signal-driven, intelligence-led risk management.
• Lead change for enterprise-wide initiatives spanning vendor governance, contract standards, self-identification capabilities, and cross-platform risk intelligence.

AI-Enabled Process Change

• Facilitate the strategic assessment of how AI impacts existing process change across the organization, advising senior leadership on organizational readiness and workforce evolution.
• Design executive-level communication strategies for AI-enabled process changes that address resistance, build trust, and demonstrate business value.
• Establish metrics and KPIs for AI-driven process adoption, including productivity gains, risk reduction, and stakeholder satisfaction.
• Partner with innovation leadership to ensure change management is embedded in AI tool rollouts, dashboard deployments, and automation initiatives from inception.

Stakeholder Engagement & Communication

• Serve as a trusted advisor to senior GTO leadership on all change management matters related to the transformation program.
• Build and maintain executive-level relationships with CIO directs, workstream owners, and enterprise partners.
• Lead executive steering committee presentations, board-level change summaries, and senior leadership alignment sessions.
• Represent the program in cross-enterprise forums, industry benchmarking discussions, and external engagements.
• Influence and shape organizational culture change toward proactive, signal-driven risk management.

Risk & Controls Domain Fluency

• Develop deep fluency in enterprise risk and controls concepts, including risk routines, process/risk/controls frameworks, policy governance, vendor risk management, and risk signal monitoring.
• Understand the end-to-end vendor lifecycle, including contract governance, SLA standards, third-party risk management, and regulatory requirements in the insurance industry.
• Navigate enterprise GRC ecosystems and data architectures to inform strategic change decisions.
• Translate complex risk and controls requirements into compelling executive narratives that drive organizational action and investment.
• Evolve the role from macro-level program transformation into continuous change leadership for both large-scale programs and targeted micro-initiatives across the enterprise.

Required Qualifications

• 12+ years of experience in organizational change management, transformation leadership, or strategic program management.
• 5 - 8+ years in financial services, insurance, or other regulated industries, with at least 3 years in a director-level or equivalent role.
• Proven track record of leading enterprise-scale change management for technology and operational transformation programs.
• Executive presence with demonstrated ability to influence C-suite and senior leadership decision-making.
• Experience building and leading change management teams and developing organizational change capabilities.
• Track record of delivering measurable business outcomes through change management (adoption rates, productivity, risk reduction).

Preferred Qualifications

• Deep expertise in structured change methodologies (Prosci ADKAR, Kotter, or equivalent) with the ability to adapt and scale across diverse environments.
• Experience advising organizational readiness and change impact for AI and automation at enterprise scale.
• Deep knowledge of insurance industry operations, risk, and regulatory landscape.
• Experience with enterprise GRC platforms (e.g., OpenPages, ServiceNow, Aravo) and vendor risk management.
• Background in organizational design, operating model transformation, and workforce planning.
• Experience in global, matrixed organizations with multi-region change delivery.
• Prior consulting experience with Big 4 or top-tier management consulting firms.
• Experience leading change for both large-scale enterprise programs and targeted micro-initiatives (e.g., regulatory remediation, technology migration, incident response).

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $135,000 - $155,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.