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VP, Global Customer Solutions US Direct Sales

Date Posted: Mar 10, 2018

Location: Warwick, RI, US, 02886

Company: MetLife

Role Value Proposition:  This position is responsible for the overall management of the Sales Organization within the Global Customer Solutions organization as a distribution channel for MetLife.  In this role, the incumbent is responsible for leading the development and implementation of the strategies and initiatives that will ensure GCS achieves its sales, revenue, outbound, retention and digital objectives through both internal and external resources.  The incumbent and his/her team works closely with business unit partners in the product groups and distribution, as well as Service, IT, Underwriting and Marketing partners to create sales plans and processes to grow revenue through telesales.  To diversify revenue generating tactics, the focus of GCS Sales is to drive customer persistency through outbound and inbound efforts to retain profitable customers, to grow sales channels by developing and growing outbound campaigns to capture revenue from marketing invested activities and to support customers through the sales process, regardless of their original channel be that of the call center or digital platform including but not limited to providing Click to Chat support.  This requires a clear understanding of the P&C industry’s current business landscape and view of where the business should be going as well as building understanding and commitment – create vision of possibility and respond appropriately to opportunities.  Key to the GCS Sales organization’s success is its ability to align with the P&C growth targets and strategic plans ensuring planned activities are executed to meet and exceed those targets.


This person must be able to represent the capabilities of GCS Sales and work to create an integrated sales strategy that makes doing business with MetLife easy – on the web and over the phone.  Since the combination of products and telesales capabilities is unique, there are currently no roadmaps to follow on how the sales process should be designed and built.  This person must work closely with IT and Product partners, anticipating the needs of the market and building processes and business requirements to meet those needs.


Key Responsibilities:

  • Define and continuously refresh GCS Sales strategy, leveraging external trends.
  • Define and implement GCS Sales strategic business efforts and transformation to develop and execute well-informed strategic plans.
  • Develop annual sales plan in support of organizational strategy and objectives, in partnership with business peers.
  • Lead organizational strategy and vision to accelerate new business premium growth through telesales – including leveraging the 27M US Service calls received in GCS annually.
  • Leads the creation of an enterprise telesales utility to support web and phone direct sales along outbound and retention campaigns.
  • Responsible for partnering with product groups to develop the telesales revenue and sales plans working with the various entities in MetLife to secure buy-in and operational commitment.
  • Drive process efficiencies and cost effectiveness while preserving customer satisfaction.
  • Set vision and proactive strategy for future sales channels such as click to call, chat, social media, etc.
  • Manage expenses and direct operational effectiveness enhancements
  • Interact with customers and intermediaries on issues ranging from the strategic direction of the business to crafting strategies for success on high profile clients and prospects.
  • Manage external sales vendors who support GCS/MetLife sales goals.


Key Relationships:

  • Reports to: SVP, Head of Global Customer Solutions
  • Direct reports/team: 4-5 Directs/450+ total organization
  • Key Stakeholders:  Finance; Strategy & Transformation; Global Customer Care; Workforce Management & Enablement; Operations Analytics; Risk Management


Candidate Profile:

The ideal candidate will be a dynamic, visionary direct sales executive with demonstrated success in building and leading high performance teams in complex, multi-product, multi-channel environments. Specific experience in scaling multi-site operations in high growth (both organic and via M&A) situations is highly desirable.


Highlights of performance and personal competencies required for the position:

1.  Drives for Results – Takes accountability for the achievement of results and shows courage to win in the marketplace in order to achieve the vision. Executes effectively by aligning efforts across units and functions


  • Sets and delivers against stretch goals; tackles problems directly, making tough decisions with a sense of urgency
  • Uses facts, data and metrics in decision making; takes into consideration resources and constraints
  • Drives decision effectiveness by using the RAPID™ methodology to define decision roles, clarify accountabilities, resolve conflicts, and execute; empowers leaders to make decisions and run their business as appropriate
  • Thrives on increasing levels of responsibility by confidently taking actions to move the business forward, even when decisions are shared or ambiguous
  • Understands how to create value for the organization by leveraging business/financial acumen; balances short-term and long-term decisions to ensure profitability
  • Recognizes that what is “best” for own division, function or department may require modification to ensure alignment with what’s best for MetLife overall


2. Grows the Business – Achieves competitive advantage through applying sound understanding of the market and external environment to all business activities.


  • Explores future opportunities (and threats), market trends, and tracks and evaluates business performance
  • Anticipates changing needs of customers and consumer trends, refocusing business activities to outmaneuver competitors
  • Manages the evolution of products and services to meet future demands
  • Creates and align process, systems and talent to foster and promote a customer centric model
  • Leverages business drivers to grow the top and bottom line of the business; demonstrates keen understanding of MetLife’s liabilities, customers, and financial drivers
  • Understands how MetLife makes money and applies business and financial acumen to grow the business; manages beyond area of expertise


3. Finds Better Ways – Actively demonstrates fresh, insightful thinking by developing creative approaches to processes and practices, products and solutions, services, business models and strategies.


  • Adapts the business and management processes continuously to increase flexibility and responsiveness, reduce time and costs
  • Understands where value is added to determine where to focus attention, maximizing market success and sustaining profits
  • Exploits synergies across the organization, and persuades others to implement new ideas to benefit the business
  • Actively pilots new ideas to determine feasibility; scales solutions as appropriate


4. Builds Agile Organizations – Develops organizations that are flexible and can rapidly adapt to market and environmental changes.  Provides deliberate and purposeful thought leadership.


  • Acts as a change agent; develops individuals, teams, and organizations that are fully capable of initiating & responding to change
  • Communicates the business case for change and links to long-term vision of the company
  • Aligns organizational structures and processes to support sustainable change
  • Is able to gets things done by successfully navigating the formal and informal matrix environment; demonstrates political savvy
  • Creates a new business or technology opportunity that is significant different or better


5. Global Business Mindset – Acts and thinks globally by understanding the interdependencies of social, economic, and political factors in different markets.


  • Makes people/cultural diversity an asset, taking full advantage of the differences among people to get the best for the company; encourages diverse thought
  • Understands and acts effectively on the links between markets, operations, and revenues and profits in a global market place
  • Perceives, understands, and distinguishes among the global, regional, and local implications of market decisions and resources 
  • Leverages products and distribution channels to grow or break into new markets
  • Knows when to apply global business practices and when to adapt to local business conditions


6. Practices Sound Risk Management – Weighs and accounts for trade-offs side effects, and consequences of strategic and operational business and talent decisions.  Is willing to take calculated risks and experiment with new ideas.


  • Effectively evaluates risk tolerance and strategy in determining strategic alternatives, setting related objectives, and developing mechanisms to manage related risks
  • Reduces operational surprises and losses by enhancing the capability to identify potential events and establish responses
  • Foster innovative ideas; thinks beyond the competition and brings in ideas from outside the organization/industry
  • Mining potential initiatives that will create both short-term and long-term profitably;  actively models solutions and conducts financial due diligence


7. Inspires Commitment – Drives high levels of engagement by gaining commitment at the rational and emotional level; is able to motivate associates to get the best from them.


  • Sets and works to visionary but attainable goals; discovers ways to achieve results others consider impossible
  • Makes people feel valued; helps them align their personal goals and achievements with those of the organization
  • Builds high levels of trust and effective teamwork among people with differing skills, attitudes and styles; shows empathy
  • Encourages active involvement and contribution of ideas, helps people see the bigger picture and the importance of their role


8. Builds Collaborative Partnerships and Alliances – Builds internal and external partnerships to create competitive advantage, shapes the Insurance Industry.


  • Builds and leverages networks with senior leaders, global partners and key external constituents to influence opinions, solve problems and enhance MetLife’s business position and performance
  • Effectively partners across the company to meet MetLife’s enterprise-wide goals
  • Persuades others to accept ideas by presenting compelling arguments using facts and data; chooses appropriate methods and interpersonal styles for internal and external audiences
  • Able to understand, respect, and integrate others’ viewpoints into one’s own, and manage those viewpoints from individuals and groups; acts with authenticity and ego maturity
  • Emotionally connects and engages with people; develops strong bonds and relationships


9. Grows Talent – Builds leadership bench strength for MetLife for now and in the future and continually grows one’s own talent.


  • Provides opportunities and experiences to develop skills, competencies, and business knowledge for the future; actively develops successors
  • Shows insight into what others are capable of delivering and motivates them to raise their own objectives and goals; mentors others on industry and business drivers
  • Shares talent across Lines of Business and sees talent as a MetLife asset; focuses on right people in the right jobs at the right time
  • Actively encourages mobility into challenging or stretch roles; fosters curiosity and a penchant for learning; attracts new talent by presenting MetLife’s employee value proposition
  • Foresees and confronts tough decisions involving people, handling resolutely but fairly the personal, interpersonal and business consequences
  • Recognizes own strengths, limitations, and personal motivations; actively seeks feedback and knows own impact on others


Essential Business Experience and Technical Skills:

  • Minimum of 15+ years of relevant experience leading the development and implementation of sales strategies and initiatives ensuring achievements of sales, revenue, outbound, retention and digital objectives. P&C Insurance industry experience preferred.
  • Experience implementing process improvement initiatives and applying change management principles to drive a change in company culture with a goal of developing customer obsession with the organization
  • Demonstrated ownership in establishing a digital portfolio geared towards implementation of a cross channel customer experience
  • Must be a change agent with the ability to collaborate, influence and challenge at all levels, front-line associates and senior leadership
  • Strong ability to drive results while possessing a relentless customer focus driven by an innate quality that believes in being an advocate for customers
  • Understands how to leverage technology to target, segment and analyze relevant data
  • Excellent training, presentation, communication skills (both oral and written) with a credible presentation style
  • Bachelor’s Degree in related discipline; Master’s Degree preferred




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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. 


We are one of the largest institutional investors in the U.S. with more than $500 billion in managed assets as of December 31, 2016. We are ranked #42 on the Fortune 500 list for 2017. In 2017, we were named to the Dow Jones Sustainability Index (DJSI) for the second year in a row. DJSI is a global index to track the leading sustainability-driven companies.


While we have tremendous respect for the past, we are a company firmly focused on the future. To adapt to a changing world, we are undergoing one of the most dramatic transformations in our history to reinvent how we do business so we can thrive in any environment. We are moving away from a traditional product-development model to one driven by customer insights. We are challenging historical norms by humanizing our industry and designing every customer experience to reflect the modern company we’re becoming. Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns. 


At the center of our business strategy is a commitment to One MetLife – collaborating, sharing best practices, and recruiting, developing and retaining the best talent in the industry. We live by our values:  Put Customers First, Be the Best, Make Things Easier, and Succeed Together. They guide how we operate every day.  



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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