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Director - Agency

Date Posted: Jul 20, 2019

Location: Not Applicable, HK, HK, 0

Company: MetLife

Department:  Agency is going to continue to be the most important channel in the insurance space for driving business and ensuring the right experience for the customer. However we believe that the Agency channel’s operating model and core strengths need to be re-thought in today’s fast changing customer needs and expectations primarily driven by technology.


Asia for MetLife is the most important growth area with very diverse markets and landscape. We are completely re-thinking the Agency model and need a few leaders with the right mix of experience to help build and implement the revamped Agency model. This teams will work together in an ‘Agile’ or start-up like model bringing in cross functional experiences from various industries and functions (technology, product, operations, sales etc.,) in a non-hierarchical manner.   


The Role:   As an AVP or Director on the  Agency Leadership team,  you will help design the new ‘Agency of the future’ operating model from an end to end perspective working closely with a cross functional team from various speciality areas.


He/ She will be a key member of a dedicated team of 3-5 talented resources and a broader team sourced from technology, innovation, data, sales, and finance, HR, Underwriting, Operations and Product.


The ‘Agency of the future’ will be designed by the Agency Leadership team and tested in one major market and then carried over to other countries in the region by the team. At any given time the Agency team can expect to be driving at least two such transformations which could span 1-3 years each.


The scope of transformation will be all encompassing from Customer segmentation, Lead management, Agent hiring and training, E2E process design, Analytics, Agent work force management practices. Digital and Technology will be the key foundational enabler.  


A successful candidate needs to be always open to change, should understand technology, and have experience with areas of agency sales (but not bounded by old practices), be able to work with cross functional teams with different cultures and experiences. He/she should also be comfortable presenting and engaging with senior executives on a regular basis (Regional Presidents, Country CEOs) while be able to work with agents at the ground level.


This role is seen as a springboard for future MetLife leaders and sets up the individual to take on leadership roles in Sales or any other area. This role however is not for someone who is driven by ranks and hierarchies and cannot work in a flat highly evolving environment.


Key Responsibilities:


  • Lead the design the ‘Agency of the future’ operating model
  • Ensuring timely implementation of the design in all major markets in Asia
  • Lead a cross functional team across various functions and capabilities. This should include talent development and performance management
  • Ensure sustainability of the new design by helping standing up capability within each market/ country in scope
  • Manage investment budget allocated to build the ‘Agency of the future’
  • Resolve issues/ address challenges on an ongoing basis
  • Document knowledge and refresh the ‘Agency of the future’ playbook
  • Present to senior executives and ensure transparency on the programs