Share this Job

AVP Customer Solutions Strategy & Transformation Lead

Date Posted: Dec 5, 2017

Location: Tokyo, 13, JP, 0

Company: MetLife


Position: Assistant Vice President, Strategy &Transformation, GCS


Job Location: Tokyo, Japan


Role Value Proposition:

•             With over 145 years of experience, the MetLife companies are a leading innovator and a recognized leader in protection planning and retirement and savings solutions around the world. We have established a strong presence in nearly 50 countries and are strengthening our global brand by extending core products and competencies to markets around the world – an important driver of growth for the enterprise.

•             Our name is recognized and trusted by approximately 100 million customers worldwide and we serve more than 90 of the top 100 FORTUNE 500® companies in the United States. We have the experience, global resources and vision to provide financial certainties for an uncertain world.

•             MetLife delivers on our promise to each of our customers through a relentless focus on advocacy, simplicity, consistency and choice in every interaction and experience.

•             Global Customer Solutions is the service organization for MetLife globally. With over 5,000 associates around the world dedicated to serving customers day-in and day-out, the organization is uniquely positioned to help MetLife   achieve its strategy. Global Customer Solutions’ vision is to support a differentiated experience for each of the 100 million customers we have globally.

•             The AVP, Strategy & Transformation is responsible for supporting large scale and/or complex transformation initiatives across Global Customer Solutions that incorporate proactive and innovative solutions to address business challenges and support our vision of offering a differentiated customer experience.  In partnership with internal and external resources and SMEs, and under minimal supervision, the AVP, Strategy & Transformation will manage and participate in transformation project teams deployed on initiatives tied to our strategic priorities.

•             The AVP, Strategy & Transformation will support and/or manage all aspects of transformations projects depending on the scope and scale of the initiatives. Job duties include but are not limited to: conducting operations assessments, mapping customer journeys, identifying transformation opportunities, understanding the latest technology /digital solutions with IT, designing solutions with the customer in mind, creating transformation roadmaps, implementing target operating models, managing change, as well as monitoring and reporting progress on projects, managing project risks and issues and assessing project deliverables and results.


Key Responsibilities:

o             Supporting the high-value, customer centric strategic transformation initiatives that are the cornerstones of achieving Global Customer Solutions strategy

o             Supporting the partnership with business owners to design our Service Strategy for a region drive operating model transformation and develop roadmaps to achieve the vision

o             Supporting the mitigation of significant operational risks/issues on transformation initiatives to ensure expected results are achieved

•             Supports multiple large scale and/or complexity Customer experience oriented transformation initiatives

•             Leads, manages, develops and motivates resources located across a MetLife regions and/or multiple LOBs

•             Regular interaction and communication with senior stakeholders, with primary focus on local stakeholders


Principal Accountabilities of Position

•             Develops, in partnership with local Customer Solutions teams, a Service Strategy for a particular region

•             Supports the implementation of Contact and Service Center technology to support simplified, multi-channel interactions

•             Leads the build out of solutions that allow for customers to interact with us the way they want to and are unique to the personal needs of our customers

•             Manages large scale customer experience transformation projects resources

•             Under minimal supervision, leads transformation initiatives with focus on small to medium size and/or less complex initiatives

•             Works directly with senior management, with primary focus on local stakeholders, to identify critical business issues, areas of improvement, and establishes transformation plans and teams.

•             Manages the development of clear case for change, detailed scope, desired outcomes, accurate and realistic cost benefits analyses, clear roles and decision-making for specific transformation projects

•             Manages the development of detailed work plans, schedules, project estimates resource plans, and status reports

•             Leads the operations assessments, the identification of transformation opportunities, and the design and implementation of target operating models that improve operations efficiency and effectiveness through process reengineering, technology and continuous improvements; with focus on small to medium scale/complexity initiatives; and support largest and most complex initiatives

•             Manages internal and external relationships, and partner with internal and external consultants and vendors – for specific transformation projects

•             Ensures appropriate governance and controls transformation project progress, budgets, risks and issues to ensure timelines and deliverables are met and manages communication with senior stakeholders, with primary focus on local stakeholders

•             Mentors team members inside or outside of own organization

•             Develops and maintains abroad range of business relationships across the enterprise, with primary focus on local business partners

•             Actively participates in the development and deployment of Global Customer Solutions practices, tools and frameworks; enforces standards within the transformation programs and projects

Essential Business Experience and Technical Skills:

•             10+ years professional experience, preferably within insurance, financial services or management consulting industries

•             Preference for a Master’s Degree in Management

•             Bachelor’s degree and related field experience required

•             Leadership experience with background in customer experience management, operational excellence, strategy, planning and driving change

•             Strong financial and business acumen with previous exposure to change management and analytical problem solving

•             Demonstrated leadership capabilities, including but not limited to: strategic thinking skills; problem solving; ability to lead change through synthesis and interpretation of data; consistent delivery of results to the satisfaction of internal and external customers; developing dynamic, constructive working relationships and partnerships with internal and external leaders; proactive in identifying problems and taking appropriate measures to ensure plans to resolve the problems

•             Well organized with ability to lead others in team environment and lead multiple, complex initiatives in a dynamic business environment

•             Strong ability to communicate a business case and influence decisions for change to senior leadership

•             Strong relationship skills with the ability to create a positive, collaborative environment while involving and influencing key stakeholders in the change process

•             Operates effectively in a team setting as a leader, facilitator and team member

•             Product knowledge and expertise across insurance value chain

•             Engaged, “hands on” approach

•             Advanced skills in business management tools including: Microsoft PowerPoint, Word, Excel, Visio, Project, Access and SharePoint

•             Open to travel globally

Leadership Competencies:

  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Motivates People – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
  • Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.