Senior Operations Officer

Role overview

Relationship and file operations

• Serve as the primary operational contact for designated bank stakeholders and build relationships across operations, retail lending, finance, branches, and customer service.
• Resolve operational issues, escalate complex matters, participate in regular reviews, and support service improvements.
• Receive, validate, and process Credit Life declaration files from the bank.
• Identify and resolve data discrepancies, missing or duplicate records, and processing exceptions with internal and bank stakeholders.
• Maintain accurate records and audit trails for processed files.

Queries, reconciliation, and reporting

• Handle bank, branch, and internal operational queries; investigate and resolve them within agreed service levels.
• Maintain query logs, track outstanding items through closure, and escalate high-risk, complex, or aged cases.
• Identify recurring issues and recommend process improvements.
• Support declaration, premium, and policy reconciliations; investigate discrepancies and coordinate corrective actions.
• Prepare reports, dashboards, and management information; monitor processing volumes, turnaround times, and service-level performance.

Risk and process improvement

• Ensure adherence to internal procedures, operational controls, and regulatory requirements, and protect customer and bank data.
• Support audit, compliance, and risk reviews; report incidents, data issues, and process breaches promptly.
• Assist with corrective and preventive actions.
• Identify efficiency and service-quality improvements; support automation, system enhancements, and process improvement initiatives.
• Update process documentation and operating procedures and assist with testing and implementing operational system changes.

Required qualifications

• Bachelor's degree in Business Administration, Finance, Banking, Insurance, or a related field.
• Four to six years of experience in Insurance Operations, Banking Operations, or Bancassurance.
• Experience handling Credit Life Insurance or loan-related insurance products.
• Proven experience managing declaration files and operational queries.
• Strong analytical and problem-solving skills; good understanding of reconciliations and operational controls.
• Proficiency in Microsoft Excel and reporting tools.
• Excellent communication and stakeholder management skills; ability to manage multiple priorities in a fast-paced environment.

Preferred qualifications

• Experience working directly with a banking partner or in a bancassurance environment.
• Knowledge of Credit Life Insurance products and operational processes.
• Experience in reconciliation and data validation activities.
• Familiarity with policy administration systems, workflow tools, insurance regulation, or compliance requirements.
• Lean Six Sigma, process improvement, or operational excellence certification.
• Experience supporting operational projects, system enhancements, or automation initiatives.

About MetLife