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VP - US Group Digital Servicing

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Date Posted: Nov 16, 2022

Location(s): Cary, NC, US, 27513

Company: MetLife

Vice President – US Group Digital Servicing

 

Job LocationCary, NC preferred. NY, NY also considered. Office schedule is hybrid with 3-days in the office and 2-days out.

 

Department:  Global Technology-- US Technology

 

The Role: MetLife is on a transformation journey towards becoming a customer-obsessed organization and a leader in digital products and digital experience for our customers. Driven by passion and purpose, the VP, US Digital Servicing, will have technology accountability for all major digital programs across MetLife’s Group Business. The Group Business at MetLife is the Industry Leader with strong market positions in Disability & Absence, Life, Dental, Vision, Pet, Legal, Voluntary, and other allied product lines such as Financial Wellness. MetLife’s Digital footprint encompasses Employer and Employee servicing capabilities, aiming to provide the highest quality customer experience at scale efficiently.  Reporting to the CIO, US Businesses, the role has a critical responsibility to build upon MetLife’s digital strategy and ensure successful delivery of some of MetLife’s largest and most complex Digital initiatives. Each program involves the multi-dimensional integration of new technologies with older technologies, rationalization and sunset of legacy technology stacks, deployment of new ways of working, and coordination across multiple stakeholders, within a mature Agile Development Model (ADM) process.

 

The leader will work with Business Executives, including Business Owners and Product Managers to deliver major digital programs by coordinating business-technology alignment, and end-to-end accountability for the end product, including customer feedback, iterative enhancements, automated testing, ongoing support, and backlog management (partnering with the Product Manager). The leader will be accountable for ensuring modern solution architectures & design, high quality build pipelines, high systems availability, and high customer satisfaction in each of their key programs. The leader is passionate about making a difference while challenging the status-quo, and has a deep desire for fostering a collaborative, inclusive and empowered team.

 

Key Responsibilities:

  • Manage a team of over 300 FTEs and Strategic Consultant partners across multiple locations in the US and India.
  • Strengthen the technical competencies of the Digital technology team across the elements of Full Stack Development, Mobile Development, Testing Automation and Data Management, CI/CD, efficient DevOps pipelines, Secure Customer Experiences, and Data Engineering. Continue to pivot the organization from a Program Management mindset to an ADM-based Digital Solutions Design and Engineering center of excellence.
  • Optimize consulting leverage while building a strong FTE base. Build strong competencies in effort estimation and delivery management to ensure reliable delivery of digital capabilities at the most reasonable cost. 
  • Deploy an Innovation mindset, enabling the team to look ahead towards creative and contemporary solutions, based on a keen understanding of evolving technologies as well as new paradigms to refactor legacy stacks.
  • Accountable for end-to-end technical design, delivery, and ongoing maintenance & support for key customer facing solutions.
  • Partners with  U.S. CIO & other group leaders to continue to execute on the vision for a high performing product-aligned organization.
  • Provide leadership insights at product demos, portfolio reviews, business updates and additional status update meetings with Executive Sponsors and Business leaders to define initiative scope. Translate strategies into defined business objectives and program goals.
  • Partner closely with Product Leadership on the following: Lead teams to deliver customer value iteratively, managing products through various launch phases, and follow-on releases, by owning the backlog of enhancements, and determining the right feature to deploy at the right time - based on need, feasibility, budget, capacity, and Digital Experience Roadmap - and take responsibility for devising and executing the delivery plan.
  • Build empowered teams that collaborate with lines of businesses and product owners to deeply understand products and product requirements & customer interactions, and gain alignment and consensus for roadmap features, functionalities and improvements.
  • Build productive relationships and personal credibility with key business and technology stakeholders to ensure successful delivery and maintain alignment, in a highly matrixed and complex environment.
  • Enable appropriate financial and reporting processes to provide transparent and frequent reporting on program value, budget, status and risks.
  • Lead and work in cross-functional teams to evaluate, provide insight and drive strategic outcomes that have the greatest impact on the Company.  Enable the transfer of strategic ideas into operational decisions.
  • Lead teams to collaborate with the design and research teams to develop build and test new UI/UX for our customers.
  • Continuously measure the success of the Digital products through business aligned metrics including customer satisfaction, NPS, delivery quality, speed-to-market, and competitive position. Leverage operational metrics to drive iterative systems improvements relevant to stability, availability, and latency.
  • Create a high accountability outcome-centered culture.
  • Model contemporary leadership and technology skills to create the next wave of technology leaders, enabling a strong succession pipeline.

 

 

Candidate Qualifications:

  • Experience scaling a Software Engineering function, having built and managed teams over 300+.
  • Financial Services experience is a must. 
  • Demonstrated strength managing and developing diverse direct and 3rd party engineering organizations.
  • Passion for technology and integrating new technologies to drive the business.
  • Proven track record of success and significant experience in a fast-paced, leading software development initiatives, with working knowledge of modern database, services, UI and development tools.
  • Proven track record of delivering successful world-class, large-scale, performance-critical multimillion-dollar software projects on time, on budget and with quality and security, in support of large, growing, established businesses, as well as new businesses.
  • Demonstrated ability to think strategically with outstanding business acumen, as well as can be in the detail with issues and solutions.
  • Experience in an agile/iterative, life cycle development processes with direct Business Owner partnership.
  • Minimum of 15 years of technical leadership with a demonstrated track record of leading and overseeing engineering initiatives that are mix of technologies.
  • 5+ years of leadership experience as a leader of agile or lean software development, architecture and platform engineering teams.
  • Proven experience in product development (PD) delivering enterprise solutions to clients and consumers. PD constitutes leadership across people, technology and product.
  • Strong people leadership experience, including engineering talent selection, engagement, growth and retention.
  • Experience developing solutions and enhancements in a continuous cycle, with demonstrated success rapidly building, releasing and updating service-based software with demanding service level agreements.
  • Bachelor’s degree in either Engineering, Computer Science, or Mathematics strongly preferred.

 

Key Relationships:

Reports to: SVP, CIO - U.S. Business

Direct Reports: 6

Indirect Reports: 75+

 

MetLife Success Principles

  • Experiment with Confidence – Courageously learn and test new ideas without fear of failure
  • Act with Urgency – Demonstrate speed to action with agility and determination
  • Seek Diverse Perspectives – Source ideas and feedback to expand thinking and make informed decisions
  • Seize Opportunity – Drive responsible growth and identify areas for continuous improvement
  • Champion Inclusion – Foster an environment where everyone is valued, heard, and can speak up
  • Create Alignment – Partner with others across the organization with candor and transparency
  • Take Responsibility – Be accountable and act in pursuit of the right outcomes
  • Enable Solutions – Anticipate and address obstacles while managing risk
  • Deliver What Matters – Execute meaningful priorities and follow through on commitments

 

 

 

 

 

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 $669 billion of total assets under management as of December 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”     

 

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

 

The wage range for applicants for this position is $199,900 to $266,500. This role is also eligible for annual short-term incentive compensation and stock based long-term incentives. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.

 

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

 

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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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