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Intake Coordinator (IT Relationship Analyst)

Date Posted: May 13, 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:

MetLife is currently seeking an Intake Coordinator. This position will serve as single point of contact for all services being provided by Hub AD teams, aligning all requests coming from assigned countries to the right teams inside the Hub and ensuring the SLAs for intake process are accomplished. The Intake Coordinator will develop and maintain positive client relationships, coordinating with various functions to ensure requests are handled appropriately.

 

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:

• Serves as the primary point of contact to multiple country leads regarding projects, services and capabilities requested into Hub
• Leads in the alignment of strategic and financial plans between IT AD Hub teams and the country leads
• Participates in formal service level, initiative and financial review meetings with customers and respective IT partners.
• Articulates the benefits and capabilities of IT’s support and services and ensures support to IT partners
• Reviews performance metrics to ensure continuous improvement and completes a client-driven report on key initiatives and metrics.
• Collaborates with peers to establish best practices and service consistency.
• Identifies and implements cost saving initiatives to reduce/control expenses.
• Advises on initiatives with large budgets.
• Performs other duties as assigned or required
• Secure definition and accomplishment of SLAs for estimations required from countries.

 

Required Experience:

• BSc in computer science, engineering or relevant field
• 5+ of broad IT experience, including application development, architecture, risk management, operations and engineering
• Strategic and business mindset
• Good analytical and problem-solving capabilities
• Excellent organizational and leadership skills
• Good background on planning IT implementations
• Solid demand & capacity management experience
• Strong working knowledge of software development life cycle, infrastructure products and services and IT portfolio and program management.
• Sr. management level technical and customer service management experience.
• Excellent customer relationship, communications and presentation skills.
• Fluent in English and Spanish.

 

Preferred Experience:

• Insurance or financial services industry knowledge/experience
• PMP, ITIL certification
• Experience working on Agile and Lean environments
• Portuguese language skills

 

Reports To: Director - Intake and Demand Management Head

 

Travel: 5% - 10%