Job Description
General Information
Primary Location
Melbourne, Victoria
Additional Location(s)
Posting Location: Melbourne, Victoria
City/Cities
Melbourne
Country
Australia
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
17-Feb-2026
Job ID
15662
Description and Requirements
About the HSECi team
MetLife is a leading global life insurer, and the insurance partner for Hostplus, one of Australia’s largest and fastest growing superannuation fund with over $100bn in assets and over 1.8 million members. MetLife have created a market-first service experience for Hostplus that delivers market-leading support and guidance for members for any insurance need they have, with a focus on first-point resolution and making sure the member’s needs are taken care of from beginning to end.
Summary of Responsibilities:
This role is crucial for driving operational excellence within the HSECi team by identifying and implementing process improvements that enhance efficiency, reduce costs, and improve the overall customer experience.
As the Senior Continuous Improvement Manager you will help bridge the gap between HSECi’s operational needs and the right solutions by analyzing and documenting business processes, systems, and data. You will identify areas for improvement and recommend solutions to meet goals efficiently.
The Senior Continuous Improvement Manager is responsible for conducting detailed analysis of current business processes, workflows, and systems to identify inefficiencies and opportunities for improvement. This role involves utilizing process mapping techniques, gathering and analyzing data to assess process performance, and collaborating with cross-functional teams to implement process improvement initiatives aimed at enhancing efficiency and customer satisfaction.
Principal Responsibilities:
Process Analysis:
Conduct detailed analysis of current business processes, workflows, and systems to identify inefficiencies, bottlenecks, and opportunities for improvement.
Utilize process mapping techniques to visualize and document as-is processes, identifying areas for optimization.
Data Gathering and Analysis:
Gather and analyze quantitative and qualitative data to assess process performance, including cycle time, throughput, error rates, and customer satisfaction metrics.
Use data-driven insights to recommend process improvements and support decision-making.
Process and Continuous Improvement Initiatives:
Collaborate with cross-functional teams across MetLife to develop and implement process improvement initiatives aimed at streamlining workflows, reducing costs, and enhancing the customer experience.
Apply continuous improvement methodologies such as Lean, Six Sigma, and Agile to drive process optimization.
Monitoring and Reporting:
Monitor the effectiveness of implemented process improvements, track key performance indicators (KPIs), and report on progress to stakeholders.
Develop and maintain dashboards and reports to provide visibility into process performance and improvement outcomes.
Quality Assurance
Collaborate with Risk, Compliance, and Operations stakeholders to embed quality standards into process design, ensure alignment with life insurance regulatory obligations, and support internal and external audits.
Define, track, and report on quality performance metrics(including first‑time‑right, error rates, and SLA adherence),providing actionable insights to Operations leaders to drive service excellence.
Develop and maintain quality assurance frameworks and controls across operational service processes (e.g.underwriting support, policy administration, claims, customer servicing) to ensure accuracy, consistency, and regulatory compliance.
Analyse quality outcomes, audit findings, and customer complaint data to identify systemic issues, perform root cause analysis, and lead continuous improvement initiatives that reduce errors, rework, and operational risk.
AI and Intelligent Automation
Measure,monitorand continuouslyoptimiseAI‑enabled processes, using data-driven insights to track efficiency gains, quality outcomes, control effectiveness, and workforce impacts, while promoting responsible and ethical use of AI.
Apply Lean and continuous improvement methodologies alongside automation technologies(e.g.RPA, intelligent document processing, rules‑based decisioning) to streamline high‑volume service activities, reduce rework, and enhance straight‑through processing for superannuation insurance transactions.
Partner closely withHostPluststakeholders, Technology, Data, Risk and Operations teamsto translate service pain points intoprioritisedautomation initiatives, ensuring solutions are scalable,auditableand aligned to contractual SLAs and fund expectations.
Embed governance, performancemeasurementand continuousoptimisationfor AI‑enabled processes, tracking service outcomes, controleffectivenessand member impact, while supporting responsible AI use and change adoption across service teams.
Stakeholder Collaboration:
Work closely with stakeholders across the organization to understand their needs and ensure process improvements align with businessobjectives.
Facilitate workshops and meetings to gather input, share findings, and drive consensus on process changes.
Knowledge/Skills/Competencies Required:
Process Improvement Expertise:Demonstrated expertise in process improvement, process analysis, process mapping, requirements gathering, and solution design using industry-standard techniques and tools.
Problem-Solving Skills:Strong problem-solving skills toidentifyroot causes, analyze options, and recommend effective solutions.
Time Management:Excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple projects/tasks, and meet competing deadlines by using judgment and initiative.
Strategic Thinking:Ability to think strategically and proactivelyanticipatebusiness needs and challenges.
Data Analysis:Strong analytical skills to gather, analyze, and interpret quantitative and qualitative data.
Continuous Improvement:Proficiencyin continuous improvement methodologies such as Lean, Six Sigma, and Agile.
Project Management:Ability to manage process improvement projects, including planning, execution, and monitoring.
Communication:Exceptional communication skills to effectively convey findings and recommendations to stakeholders.
Collaboration:Ability to work collaboratively with cross-functional teams to drive process improvements.
Technical Proficiency:Familiarity with process analysis tools and software.
Attention to Detail:High attention to detail to ensure accuracy in process documentation and analysis.
Qualifications Required:
Minimum 5 years of experience in process analysis, business analysis, improvement, and optimization.
Experience in the insurance or financial services industry is preferred.
Certifications in Lean, Six Sigma, or related continuous improvement methodologies areadvantageous.
Personal Attributes:
Positive, optimistic, warm, compassionate, confident, patient, calm, fair, honest, respectful of others, has integrity, open, resilient, strong talker and listener, hardworking, team player, leads by example, encourager, self-motivated, supports change in a positive way, owns their culture. Takes ownership and where needed, leadership
Key Business Relationships:
Internal
Service and Optimisation Manager
HSECi team members
Broader Operations team members and leadership
Legal and Compliance teams
Technology teams
Data teams
External
Fund members
Superannuation Trustees and Fund Administrators
Members of the life insurance industry
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 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Diversity Council of Australia Inclusive Employer Award, 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
Primary Location
Melbourne, Victoria
Additional Location(s)
Posting Location: Melbourne, Victoria
City/Cities
Melbourne
Country
Australia
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
17-Feb-2026
Job ID
15662
Description and Requirements
About the HSECi team
MetLife is a leading global life insurer, and the insurance partner for Hostplus, one of Australia’s largest and fastest growing superannuation fund with over $100bn in assets and over 1.8 million members. MetLife have created a market-first service experience for Hostplus that delivers market-leading support and guidance for members for any insurance need they have, with a focus on first-point resolution and making sure the member’s needs are taken care of from beginning to end.
Summary of Responsibilities:
This role is crucial for driving operational excellence within the HSECi team by identifying and implementing process improvements that enhance efficiency, reduce costs, and improve the overall customer experience.
As the Senior Continuous Improvement Manager you will help bridge the gap between HSECi’s operational needs and the right solutions by analyzing and documenting business processes, systems, and data. You will identify areas for improvement and recommend solutions to meet goals efficiently.
The Senior Continuous Improvement Manager is responsible for conducting detailed analysis of current business processes, workflows, and systems to identify inefficiencies and opportunities for improvement. This role involves utilizing process mapping techniques, gathering and analyzing data to assess process performance, and collaborating with cross-functional teams to implement process improvement initiatives aimed at enhancing efficiency and customer satisfaction.
Principal Responsibilities:
Process Analysis:
Conduct detailed analysis of current business processes, workflows, and systems to identify inefficiencies, bottlenecks, and opportunities for improvement.
Utilize process mapping techniques to visualize and document as-is processes, identifying areas for optimization.
Data Gathering and Analysis:
Gather and analyze quantitative and qualitative data to assess process performance, including cycle time, throughput, error rates, and customer satisfaction metrics.
Use data-driven insights to recommend process improvements and support decision-making.
Process and Continuous Improvement Initiatives:
Collaborate with cross-functional teams across MetLife to develop and implement process improvement initiatives aimed at streamlining workflows, reducing costs, and enhancing the customer experience.
Apply continuous improvement methodologies such as Lean, Six Sigma, and Agile to drive process optimization.
Monitoring and Reporting:
Monitor the effectiveness of implemented process improvements, track key performance indicators (KPIs), and report on progress to stakeholders.
Develop and maintain dashboards and reports to provide visibility into process performance and improvement outcomes.
Quality Assurance
Collaborate with Risk, Compliance, and Operations stakeholders to embed quality standards into process design, ensure alignment with life insurance regulatory obligations, and support internal and external audits.
Define, track, and report on quality performance metrics(including first‑time‑right, error rates, and SLA adherence),providing actionable insights to Operations leaders to drive service excellence.
Develop and maintain quality assurance frameworks and controls across operational service processes (e.g.underwriting support, policy administration, claims, customer servicing) to ensure accuracy, consistency, and regulatory compliance.
Analyse quality outcomes, audit findings, and customer complaint data to identify systemic issues, perform root cause analysis, and lead continuous improvement initiatives that reduce errors, rework, and operational risk.
AI and Intelligent Automation
Measure,monitorand continuouslyoptimiseAI‑enabled processes, using data-driven insights to track efficiency gains, quality outcomes, control effectiveness, and workforce impacts, while promoting responsible and ethical use of AI.
Apply Lean and continuous improvement methodologies alongside automation technologies(e.g.RPA, intelligent document processing, rules‑based decisioning) to streamline high‑volume service activities, reduce rework, and enhance straight‑through processing for superannuation insurance transactions.
Partner closely withHostPluststakeholders, Technology, Data, Risk and Operations teamsto translate service pain points intoprioritisedautomation initiatives, ensuring solutions are scalable,auditableand aligned to contractual SLAs and fund expectations.
Embed governance, performancemeasurementand continuousoptimisationfor AI‑enabled processes, tracking service outcomes, controleffectivenessand member impact, while supporting responsible AI use and change adoption across service teams.
Stakeholder Collaboration:
Work closely with stakeholders across the organization to understand their needs and ensure process improvements align with businessobjectives.
Facilitate workshops and meetings to gather input, share findings, and drive consensus on process changes.
Knowledge/Skills/Competencies Required:
Process Improvement Expertise:Demonstrated expertise in process improvement, process analysis, process mapping, requirements gathering, and solution design using industry-standard techniques and tools.
Problem-Solving Skills:Strong problem-solving skills toidentifyroot causes, analyze options, and recommend effective solutions.
Time Management:Excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple projects/tasks, and meet competing deadlines by using judgment and initiative.
Strategic Thinking:Ability to think strategically and proactivelyanticipatebusiness needs and challenges.
Data Analysis:Strong analytical skills to gather, analyze, and interpret quantitative and qualitative data.
Continuous Improvement:Proficiencyin continuous improvement methodologies such as Lean, Six Sigma, and Agile.
Project Management:Ability to manage process improvement projects, including planning, execution, and monitoring.
Communication:Exceptional communication skills to effectively convey findings and recommendations to stakeholders.
Collaboration:Ability to work collaboratively with cross-functional teams to drive process improvements.
Technical Proficiency:Familiarity with process analysis tools and software.
Attention to Detail:High attention to detail to ensure accuracy in process documentation and analysis.
Qualifications Required:
Minimum 5 years of experience in process analysis, business analysis, improvement, and optimization.
Experience in the insurance or financial services industry is preferred.
Certifications in Lean, Six Sigma, or related continuous improvement methodologies areadvantageous.
Personal Attributes:
Positive, optimistic, warm, compassionate, confident, patient, calm, fair, honest, respectful of others, has integrity, open, resilient, strong talker and listener, hardworking, team player, leads by example, encourager, self-motivated, supports change in a positive way, owns their culture. Takes ownership and where needed, leadership
Key Business Relationships:
Internal
Service and Optimisation Manager
HSECi team members
Broader Operations team members and leadership
Legal and Compliance teams
Technology teams
Data teams
External
Fund members
Superannuation Trustees and Fund Administrators
Members of the life insurance industry
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 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Diversity Council of Australia Inclusive Employer Award, 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
💡 Quick Summary
Seeking a career-building opportunity? The Senior Continuous Improvement Manager- HSECi position is now open for candidates interested in the Insurance sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Insurance is a plus.