Description and Requirements

The Team You Will Join

On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time.

The Opportunity

The Operations Manager, Ireland is responsible for leading the operational delivery and continued development of the Ireland Group Life and Freedom of Services businesses, including claims leadership, people management, stakeholder engagement, vendor oversight and risk ownership across Ireland, the UK and EMEA. This is an exciting opportunity to shape operational strategy, lead a high-performing team and deliver strong customer, commercial and control outcomes within a growing and evolving business

Key Responsibilities

• Lead the operational delivery and continued development of the Ireland Group Life and Freedom of Services businesses, ensuring strong customer, commercial and service outcomes.
• Manage and develop a high-performing team through clear objectives, coaching, regular feedback and effective performance management.
• Build trusted relationships with senior stakeholders across Ireland, the UK and EMEA, influencing business priorities and ensuring operational readiness for growth and change.
• Maintain effective governance, vendor oversight and risk management, ensuring issues are identified early and remediation is completed to the required standard.
• Oversee the Ireland Group Life claims process, approving claim decisions and authorising payments within delegated authority and established controls.

Required Qualifications

• +3 years of demonstrated people leadership experience within an operational, customer service or regulated environment, including coaching and performance management.
• Strong stakeholder management and influencing skills, with the ability to operate effectively across a complex matrix organisation and manage competing priorities.
• QFA or LIA qualification, with relevant Group Life claims experience.
• Strong operational judgement and risk management capability, with experience in governance, controls, issue management and third-party oversight.
• AI fluency, with the ability to use AI-enabled tools responsibly to improve productivity, decision-making and ways of working

Preferred Qualifications

• Knowledge of Group Life, Employee Benefits, Freedom of Services, Credit Life or Bancassurance within a regulated environment.
• Experience supporting operational transformation, service design, insourcing, outsourcing or new business implementation.
• Additional European language skills.

The expected salary range for this position is €75.000 - €85.000 per annum . 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 Ireland benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We are committed to employee care by delivering comprehensive inclusive offerings and cultivating an environment that drives professional growth, purposeful work, and a supportive culture. Our benefits package includes hybrid work, career development and professional qualification support, full private health insurance for employees and their immediate family members, income protection, defined contribution pension benefits and much more!

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™, 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!