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Sr.Consultant, e-Business Projects

Date Posted: Dec 7, 2017

Location: Bridgewater, NJ, US, 08807

Company: MetLife

 

Job Location: United States : New Jersey : Bridgewater  Alternate Job Location : Not Applicable : Not Applicable  

 

Role Value Proposition: 

The Global Customer Solutions (GCS) group provides a consistent service experience for all MetLife customers. In addition to driving an omni-channel customer service experience and transforming our call centers and Digital servicing channels globally, GCS also leads call center sales for our Property & Casualty business in the U.S. This group is led by Kristine Poznanski, Head of Global Customer Solutions.

 

Global Customer Solutions provides outstanding Sales and Customer Service support for key insurance and protection products within the Americas business, and drives call center transformation and digital servicing channels globally. 

 

Our contact center associates handle calls and digital contacts with customers, providers, brokers and employers. We are often the first point of contact for MetLife customers as we provide customer service and direct sales expertise in support of five key lines of business in the Americas: Group Benefits; Property & Casualty; Retail; Retirement & Income Solutions; and US Direct.

 

Our group is committed to ensuring a consistent service experience for all of our customers as they pursue more from life.

 

Key Responsibilities:

  • Establish governance, best practice operational and ad-hoc processes for analytics reports.
  • Defines and owns the model to document business requirements for web metrics.
  • Provides reporting and analysis to line managers and prepares executive summaries for senior management.
  • Manages strategic projects which encompass both short and long term business planning.
  • Recommends and implements metrics to track how to measure and the method in which data is tracked, stored and reported.
  • Recognized as the subject matter expert who has freedom to act within broad latitudes.
  • Manages the evolution of one or more portal products/features by leading the definition of business, user and operational requirements.
  • Works with the e-Business team and with multiple product/service partners to define the strategy for leveraging the online channel to fulfill business goals and increase user satisfaction.
  • Responsible for managing day-to-day product development activities.
  • Manages larger scale projects from initial design through implementation; monitors progress of initiatives, milestones, and budgets to ensure timeliness and deliverables are met.
  • Requires independent judgment and decision making latitude to address nonstandard assignments and devise solutions often without precedent.
  • Manages critical relationships with vendors, consultants, and internal end-users, as well as manager/peer project managers of related business functions.
  • Likely to function as a project manager of virtual team(s) comprised of associates permanently assigned to other departments (e.g., IT).

     

 

Essential Business Experience and Technical Skills:

 

  • Strong analytical, organizational/planning and problem solving skills required.
  • Strong Microsoft Office skills, including Excel, Word, Access, Project, and PowerPoint
  • Excellent communication, writing, and interpersonal skills
  • Maintain strong relationships with internal and external stakeholders

 

Competencies:  Analytical thinking, problem solving, customer focus, demonstrates functional expertise and influencing skills. 

 

Required:

  • High School Diploma or Equivalency
  • Minimum of 8+ years of related business experience, especially in areas such as business requirements definition and documentation, web design, market research, or usability testing. 
  • Knowledge of metrics tools such as Adobe Analytics, Webtrends or Omniture
  • Knowledge of the Waterfall and/or Agile methodologies

 

Preferred:

  • Bachelor’s Degree
  • Knowledge of gathering business requirements using software such as Blueprint or JIRA
  • Background within the insurance and/or financial services industry strongly preferred
  • Project management skills
  • Ability to quickly absorb new technology and products
  • Ability to communicate effectively with senior management and many business partners throughout the organization is extremely important.
  • Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible.

     

 

Business Category

GCS Enabling Services – eBusiness

 

Number of Openings

1

 

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” 


Nearest Major Market: New Jersey