Director of Business Controls Transformation

Description and Requirements
The Team You Will Join
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
Change Management & Program Delivery

• 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.

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