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AVP, Channels & Integration Platform Enhancement

Date Posted: Feb 28, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NC

 

The Role: This position is responsible for the continuous enhancement of all MetLife’s customer facing applications (e.g. online) as well as internal agent applications serving our direct customer inquiries (e.g. contact center).  Position will be accountable for ensuring continuous enhancement activities are in alignment with enterprise / business strategies (e.g. customer centricity).  Application enhancement portfolio will follow an agile framework.  The position scope is also global as MetLife expands its strategy to deploy common platforms that service our customers.  The activity of this organization has a significant impact on how our customers experience our technology & ultimately a major determinant of customer satisfaction.

  

Key Responsibilities:

Dimensions of Position:

  • Oversee a total IT project portfolio of ~30M annually
  • Oversee customer experience improvement across 98 applications
  • Oversee organization of ~50 FTEs & ~200 3rd party partners including on/offshore
  • Full people management responsibility, including hiring, terminations promotions, performance / compensation management, training & development
  • Ensure 3rd party partner performance & deliverables meet business outcomes
  • Oversees transition of organization’s model from plan/build/operate to agile framework
  • Attracts & develops talent to enhance the team’s effectiveness.

 

Principle Accountabilities of Position:

  • Deliver eBusiness solutions for business to business & business to consumer models supporting sales & service
  • Deliver contact center solutions
  • IT governance models surrounding common work intake
  • Oversee the prioritization of common intake with Business partners
  • Oversee execution of enhancements following agile framework (intake through testing)
  • Oversee financial management of IT costs associated with project portfolio
  • Management of heterogeneous IT organization across dozens of customer facing applications & 3rd party partners with vertical solutions
  • Oversee core / flex models with 3rd party ITO partners (enhancement factories)

 

Key Relationships:

  • Reports to: VP Channels & Integration, Platform Services
  • Direct reports/team: 50 FTEs; 200+ third party on/offshore
  • Key Stakeholders: US business leaders across sales & customer service operations, eBusiness strategy, contact center operations; US product P&L leaders; Regional / Country level business managers; Business / IT CFOs; Regional / local CIOs; IT leaders across technical domains (e.g. admin. systems, infrastructure, etc.); Strategy leads for Digital Office

 

Candidate Qualifications:

Essential Business Experience and Technical Skills:

  • 10-15+ years of leadership experience in delivery of enterprise scale application development and technology programs at a Fortune 100/financial services firm required. 
  • Bachelor’s degree in technology or related field required; MBA preferred
  • 5+ years of direct eBusiness & contact center deployment experience
  • 5+ years of experience in a direct client relationship management role
  • Demonstrated experience in building / executing Business / IT strategies
  • Strong change management agent / enabler
  • Proven experience implementing agile frameworks
  • Deep expertise understanding key eBusiness & contact center metrics
  • Ability to lead cross functional teams – product, sales, service & IT.
  • Ability to lead cross channel teams to build customer capabilities (web, IVR, voice, etc.).
  • Deep understanding of:  Customer portals [business to business, business to consumer]; Contact center solutions [workforce management, CRM, etc.]; Cloud computing; AI solutions [ChatBots, etc.]; Salesforce.com; Human factors principles
  • Strong acumen in technology infrastructure principles
  • Strong ‘business of IT’ skills including business case development, financial management, etc.
  • Ability to travel up to 25% ~ domestic & international travel.

 

 

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.
  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.


 

MetLife:

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 $587.7 billion in combined managed assets as of September 31, 2018. We are ranked #43 on the Fortune 500 list for 2018. In 2018, we were named to the Dow Jones Sustainability Index (DJSI) for the third year in a row. DJSI is a global index to track the leading sustainability-driven companies.

 

           

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. Visit us at www.metlife.com to learn more about our brand, history, and values.

 

 

 

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.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 107814 


Nearest Major Market: Raleigh