Customer Onboarding Lead

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Location(s)

Posting Location : Sydney, New South Wales

Country

Australia

Working Schedule

Full-Time

Work Arrangement

Hybrid

Relocation Assistance Available

Posted Date

21-May-2025

Job ID

8801

Description And Requirements

Reporting to Head of Customer Onboarding, the Business Analyst role is responsible for leading the development of process documentation, change impact assessment and artefacts to support transition of MetLife business portfolios (Group, corporate and retail) to MetLife Insurance Platform (MIP).

This role will also be responsible for identifying and implementing continuous improvement initiatives and enabling MetLife business partners to adopt the ongoing changes in MIP.

Principal Responsibilities

Develop a good ongoing understanding of functionality and capability of all components of MIP – Axelerator, Data Exchange (DaX), Genesys, Medallia etc. Conduct internal and external demonstrations of MIP. Manage user expectations on MIP functionality and capability. Work closely with Digital Platform Support Team (DPST), Project Managers, Platform delivery Team, and solution architects to understand how best to deliver user teams' business objective through standard platform functionality. Contribute to development of user guides, reference manuals and training materials as appropriate. Support tender process with information on onboarding and platform functionality. Define and manage BA methodology including process, templates and tools. Develop, document and support standard end-to-end business process (through stakeholder interviews, influencing and workshops) enabled through MIP, including process maps, roles and responsibilities, service blueprint etc. Update standard end-to-end business processes, considering specific requirements of MetLife partner user teams (funds, administrators, advisers, brokers etc.) and customer experience. Lead and influence user expectations and requirements scope. Provides guidance and advice to customers in developing end to end business process in leveraging MIP. Work with operational teams to develop off platform processes where platform does not meet user requirements. Conduct and support business impact assessment for the internal and external teams. Actively participate and support to design and implement change management activities. Develop understanding of ongoing changes to MIP, assess change impact assessment on various user group and work with the Change Lead to roll out change management initiatives.

Knowledge / Skills / Competencies Required

Strong written and verbal communication skills Exposure to Life Insurance industry, service operations and able to demonstrates business acumen. Previous experience of customer facing projects (B2B). Analytical skills to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a more general understanding. Strong and demonstrated business analysis skills. Capable of breaking complex problems into parts and identify the impact of changes on other businesses and systems. Process mapping using Visio or Miro. Strong facilitation and stakeholder management skills Customer orientated. Able to deal with internal and external clients in a positive manner and help deliver solutions that benefit the business.

Qualification / Experience Preferred

More than 7 years BA experience in business-driven Agile project environment, conducting business analysis or consulting, working with business users, and third-party vendors. Tertiary qualification in Finance, Business, Insurance or IT.

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

Recognised on Fortune magazine's list of the 2025 "World's Most Admired Companies", Fortune World's 25 Best Workplaces for 2024, as well as the Diversity Council of Australia Inclusive Employer Award 2023-2024, 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! Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Other Industries Insurance Referrals increase your chances of interviewing at MetLife Cyprus by 2x

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