Shirley Fell

Strategy and Transformation Leader, EMEA Operations at Metlife Inc.

Shirley Fell

Shirley is Strategy and Transformation Leader, EMEA Operations at Metlife Inc, responsible for customer service across all MetLife businesses including Wealth Management, Employee Benefits and Individual Protection. This covers all UK Operations including both the outsourced policy administration to Capita Life and Pensions (the largest TPA in the UK) for the Wealth Management business and the in house customer service delivery teams in Brighton supporting Employee Benefits and Individual Protection. She is also responsible for Change Management.

She joined MetLife in 2006 and was one of the original ‘start up’ team responsible for all operational aspects of launching the business in the UK in Jan 2007. Since then MetLife in the UK has grown to employ around 400 people and has achieved industry recognition for excellent customer service, receiving the much coveted 5 star service award for the last 4 consecutive years and Company of the Year for 2 of these. Shirley has worked in the Financial Services industry for over 30 years and prior to working with MetLife spent 19 years at Zurich FS (previously Allied Dunbar and Hambro Life) and 3 years at HBOS in a variety of Customer and Operational senior management positions.

She is married to Paul and has a daughter Georgia, age 17; 2 step-daughters Laura, age 22 and Eleanor, age 21; 1 step-son Dominic, age 18 and a Dalmatian dog names Jewels. She lives in Swindon in Wiltshire and enjoys holidays, keeping fit, cooking and spending time with her family.

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