Unit Manager - GCSO

Description and Requirements
Basic Function:
• Overall responsibility for the delivery of proactive control testing, risk-based assignments to ensure that all business risks are anticipated identified, recognized, and appropriately managed in alignment with the departmental risk-based testing plan and initiatives.
• Business/ Domain Knowledge - Basic / Intermediate knowledge of the Financial / Insurance Industry
Essential Functions:
Risk based Proactive Control testing:
• Support and execute proactive control testing across Global Customer Service & Operations (GCSO) including control testing for risk focused projects by using department guidelines, knowledge of best practices, and understanding of controls to provide management with an independent appraisal of the control environment surrounding business processes or activities.
• Support and execute in assessment and evaluation of control and risk descriptions to ensure they are well documented. Assesses the soundness, adequacy, compliance and cost-effectiveness of the enterprise's operational, financial and information systems controls and the accuracy, integrity and completeness of data integral to operations, including management reporting.
• Execute, Support and Assist with the preparation of testing scripts/checklists for use across GCSO.
• Execution with the development of internal procedures and templates for use in testing activities.
• Ensure and execute all aspects of a proactive testing assignment including planning, testing, and reporting results to HOD of countries globally.
• Issue root cause analysis and thematic issues
Project Management:
• Support, Execute and assist in projects, completing assigned tasks and responsibilities within budget and agreed timelines (and explaining variances).
• Communicate appropriately with identified stakeholders within Risk Operations and business management.
• Exhibits organization and multi-tasking skills required to successfully engage in simultaneous engagements.
Relationship Management
• Maintains a positive working relationship with team members, global stakeholders and sustains an ongoing relationship with key business contacts.
• Effectively maintains the appropriate level of communication with business management.
• Lead discussion with clients in developing action plans to resolve control issues or risks; handles the resolution of high risk issues with management
Reports to:
• Manager/ Senior Manager/ SDL
Supervises:
• Assistant Manager/ Team Leader
Internal Contacts
(and purpose of relationship):
• AVP Strategic Consulting
• GSS Risk Management Support Group
External contacts
(and purpose of relationship):
• Country HODs
• Business Process owners
• GSS Management
• Others as applicable
Skills
Technical Skills
• Proficiency in Risk assessment / Risk & Control testing
• Understanding of internal control and risk assessment concepts and related activities
• Strong analytical skills to assess the impact of control weaknesses
• Strong expertise with the Operations Risk reviews procedures and documentation standards.
Process Specific Skills
• Basic / Intermediate understanding of insurance and financial services industry.
• Familiar with Organization's Risk Management Framework.
• Support the team in Operational Controls assessment and evaluation
• Be involved in the management call program; maintain ongoing and open communications with management on internal controls

• Confident in liaising with stakeholders from different insurance process owners and geographical locations.

• Communicate findings develop resolutions with Risk Operations management and the business clients
• Consults with clients in developing action plans to resolve control issues or risks
• Support manager and handle in the resolution of high-risk issues with management
• Maintain an ongoing relationship with key business contacts
Soft skills (Mandatory / Desired)
• Effective oral & written communication
• Effective presentation skills using tools & techniques
• Strong MS Office experience including Excel, Word and PowerPoint.

• Strong analytical skills and attention to detail.

• Good interpersonal skills, ability to collaborate across teams
• Teamwork, ability to form and manage effective teams
• Team player, ability to work with a team
Education Requirements:
• Graduate preferably in Commerce from reputed college / Institution
Work Experience Requirements:
• Minimum 4-6 years of relevant Operations Risk Testing / Internal Controls Testing / Internal Audit experience.
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, 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.
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 empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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