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Brazil & Colombia Business Relationship Manager (Portuguese required)

Date Posted: Jul 10, 2019

Location: Querétaro, QUE, MX, 0

Company: MetLife

MetLife LATAM Global Technology is currently providing IT Services into 6 countries (Mexico, Chile, Brazil, Argentina, Colombia and Uruguay) through local and regional teams across 6 multidisciplinary areas (Application Development, Global Infrastructure Services, Global Technology Services, Application Maintenance Support, IT Risk & Security and Architecture). Global Technology is embarked on creating a regional IT shared services hub that will deliver a standard and consistent operating model across the enterprise, leverage scale and global footprint to improve capabilities and deliver reliable, secure, quality services to our employees and customers. As part of the strategy Global Technology is shifting BAU (factory) activities to the Hub that will facilitate functional alignment of IT services and talent to drive productivity and value through an optimized IT workforce, drive productivity and capacity improvements through a unified, more collaborative workforce and achieve positive financial benefits by reducing redundancies and management overhead.

Role Value Proposition:

We are currently seeking a Demand Manager to service our Brazil & Columbia locations by providing accountability for the strategy, planning, support and coordination of the services in the Service Catalog to these regions. The Demand Manager will be responsible for the establishment of reporting and analysis metrics for the services in the catalog. Further, the Demand Manager will interface/liaise with in country Relationship Management, AD Hub Management and technical tower leads and will also be responsible to coordinate financial analysis with IT Finance and Corporate IT controller areas to identify areas for expense containment and reduction.

MetLife Values

Customer Focus - Work with customers and internal stakeholders to discover product needs to support the next generation of Agile software

Communication – An ability to understand and speak articulately about technology combined with an ability to synthesize and prioritize customer needs from a business perspective to engineering teams Collaborative - Work closely with engineering teams to build customer value into the product; able to set context and frame the “why”, so that they can decide on the “how”

Relentless Improvement – Continuously communicating with stakeholders to increase the likelihood of prioritizing the most valuable work for the team

Adaptability - Balances changes in direction or requirements while protecting commitments to minimize work in progress

Transparency – Says “No” to protect the team, offers data and analysis driven forecasting to set realistic expectations to the business

Ownership Mindset - Understands when to remove impediments or coach self-organizing teams so that the team can remain focused on achieving delivery goals

Service Leadership – Strive for selflessness through the consistent development, coaching, and mentoring of others


Key Responsibilities of the Role:

• Single point of contact for in-country relationship managers
• Conduct timely monthly financial review meetings with the relationship managers for specific service
• Prepare weekly reports for the relationship managers to ensure accurate trending and forecasting based on service availability.
• Participate in the monthly manager staff meetings to review service delivery reporting package and benchmarking of internally or externally-delivered services
• Analyze spending trends to ensure proper spend
• Provide Finance with accurate forecasts
• Collect, consolidate and analyze materials as necessary to facilitate decision making related to the program and service investments
• Support standardization, leveraging best practices for the service management delivery process across the organization.
• Describes several issues for considerations for conducting business in another country
• Factors major operational issues relevant to country/location into business decisions as appropriate.
• Identifies key players, criticalities, roles, and responsibilities.
• Can explore application-related issues with both business and IT professionals
• Consults on conversion and retirement of core systems.
• Ensures demand capture process is documented, transparent and accessible across LATAM
• Ensure accomplishment of the KPI agreed with in-country leaders
• Ensures Demand from LATAM Countries feeds QRO Hub capacity planning processes
• Facilitates the ability to segment demand by requirement, role, skillset and priority


Required Experience:

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience.
• Solid verbal and written communication skills, as well as, demonstrated professionalism.
• Microsoft Suite of Applications (Word, Excel, PowerPoint, Visio (or other design tools)
• Highly organized.
• Solid communication skills
• 7+ years of related work experience.
• Fluent Spanish language proficiency
• Fluent English language proficiency
• Fluent Portuguese language skills


Preferred Experience:

  • Insurance or financial services industry knowledge/experience
  • PMP, ITIL certification
  • Experience working in an Agile or similar iterative development environment


Reports To: Director - Intake and Demand Management Head

Direct Team: None

Travel – 10%