The Senior Continuous Improvement Manager plays a critical role in driving operational excellence within MetLife's HSECi team, supporting our partnership with Hostplus to deliver market‐leading service outcomes for members. Guided by our purpose — always with you, building a more confident future — and our New Frontier strategy, this role focuses on improving efficiency, reducing operational risk and enhancing the end‐to‐end customer experience.
You will bridge operational needs with practical, data‐driven solutions, partnering closely with Operations, Technology, Data, Risk and Hostplus stakeholders to deliver sustainable process improvement, quality uplift and intelligent automation outcomes.
Key Responsibilities
* Analyse and optimise end‐to‐end business processes, workflows and systems to identify inefficiencies, risks and improvement opportunities.
* Lead and embed continuous improvement initiatives using Lean, Six Sigma and Agile methodologies to improve service outcomes, efficiency and customer experience.
* Establish and monitor quality assurance frameworks, KPIs and controls, ensuring alignment with life insurance regulatory obligations and audit requirements.
* Partner and collaborate with cross‐functional stakeholders to design, prioritise and implement scalable, auditable process and automation solutions.
* Measure and report on performance, quality and improvement outcomes through dashboards, insights and leadership reporting.
Required Qualifications
* Minimum 5 years' experience in process analysis, business improvement or operational optimisation roles.
* Strong expertise in process mapping, data analysis and continuous improvement methodologies (Lean, Six Sigma, Agile).
* Proven experience driving process improvement initiatives within insurance or financial services environments.
* Strong stakeholder engagement and communication skills, with the ability to influence and drive change.
* Demonstrated ability to manage multiple initiatives, competing priorities and complex problem‐solving.
Preferred Qualifications
* Certifications in Lean, Six Sigma or related continuous improvement disciplines.
* Experience embedding quality assurance frameworks and analysing audit, complaints and root‐cause data.
* Exposure to AI, intelligent automation or RPA initiatives within service or operations environments.
* Experience working with superannuation, life insurance or fund‐based service models.
Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
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