Senior Operations Officer

About the role

The Senior Operations Officer will lead the delivery of client‑initiated policy servicing requests across all retail channels, ensuring high service quality and adherence to turnaround times. This role combines operational oversight, stakeholder coordination, and project support within MetLife Gulf’s retail operations.

Key responsibilities

• Manage and support complex, exception‑based servicing cases, coordinating with internal stakeholders to ensure accurate and timely closure.
• Review daily workflow queues, allocate tasks based on volume, priority and capacity, and identify bottlenecks or risks.
• Lead User Acceptance Testing for system enhancements, automation initiatives and regulatory changes, preparing test scripts and logging defects.
• Act as senior operational contact for Retail Distribution, Customer Service, Compliance, Finance, Legal, Risk, Product and IT teams, handling escalations and stakeholder queries.
• Maintain and update SOPs, process notes and operational guidelines, and support audit requirements with documentation and evidence.

Required profile

• Proven experience in operations or service request management within a financial or insurance environment.
• Strong analytical mindset with the ability to monitor SLA/TAT performance and drive corrective actions.
• Excellent communication and stakeholder management skills, capable of influencing cross‑functional teams.
• Detail‑oriented approach to quality checks, peer reviews and compliance adherence.

Required skills

• User Acceptance Testing (UAT) coordination
• Process governance and SOP maintenance
• Workflow and task allocation management