City/Cities
Sydney
Country
Australia
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
09-Dec-2025
Job ID
14269
Description and Requirements
Are you ready to lead, inspire, and make a real impact in the life insurance industry? MetLife Australia is looking for a dynamic Senior Manager – Customer Relations & Operational Risk to join our team.
Why MetLife Australia?
* Purpose & Impact: Help protect the financial wellbeing of millions of Australians and drive positive change for our customers.
* Global Connections: Collaborate with talented colleagues locally and globally, gaining exposure to best practices and diverse perspectives.
* Career Growth: We invest in your development with leadership programs, mentoring, and opportunities to work on industry-leading projects.
* Inclusive Culture: Join a supportive, diverse team where your ideas are valued and your growth is encouraged.
* Flexible Benefits: Enjoy flexible working arrangements, health and wellbeing initiatives, and a strong commitment to work-life balance.
About the Role:
As Senior Manager – Customer Relations & Operational Risk, you'll:
* Lead and embed a robust first line of defence risk framework across Operations, ensuring compliance with APRA and ASIC standards.
* Oversee the end-to-end complaints management process, ensuring fair, transparent, and timely resolution in line with ASIC RG271.
* Drive a strong risk culture, using customer dispute insights to improve policies, processes, and governance.
* Champion regulatory change, ensuring our operations remain compliant and aligned with industry standards.
* Build strong relationships with internal and external stakeholders, including governance committees and regulators.
What You'll Bring
* 5+ years' experience in litigation/dispute management and operational risk within insurance or financial services.
* Proven leadership skills and ability to motivate and develop teams.
* Strong understanding of life insurance products, regulations, and risk frameworks.
* Excellent communication, stakeholder management, and analytical skills.
* Commitment to customer centricity and continuous improvement.
Ready to take the next step?
Apply now to become part of a team that values your expertise, supports your growth, and celebrates your success.
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.
About MetLife
Recognisedon Fortune magazine's list of the "World's Most Admired Companies",Fortune World's 25 Best Workplaces, as well as the Diversity Council ofAustralia Inclusive Employer Award, MetLife, through its subsidiaries andaffiliates, is one of the world's leading financial services companies;providing insurance, annuities, employee benefits and asset management toindividual and institutional customers. With operations in more than 40markets, we hold leading positions in the United States, Latin America, Asia,Europe, and the Middle East.
Our purposeis simple - to help our colleagues, customers, communities, and the world atlarge create a more confident future. United by purpose and guided by our corevalues - Win Together, Do the Right Thing, Deliver Impact Over Activity, andThink Ahead - we're inspired to transform the next century in financialservices. At MetLife, it's #AllTogetherPossible. Join us
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