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AVP, Post Sales Customer Engagement

Date Posted: Aug 10, 2019

Location: Taikoo Place, HK, HK, 0

Company: MetLife

MetLife needs to enhance productivity, quality of advice & advisor retention whilst countering upcoming Insurtech disruptors. There is an opportunity to provides delightful customer experience and comprehensive sales and productivity support to advisors, leading to strategic differentiation of MetLife across Asia.

 

The incumbent will partner with Operations, IT, Marketing & Innovation teams in Asia & global and respective country teams to build a regional digital architecture with a differentiated design experience across key markets in Asia.

 

Role:

  • Empower Advisors & Distribution partners
  1. Enhanced advisors’ professionalism and credibility
  2. Sales/ Funnel management, data led conversation triggers
  3. Lead nurturing, social selling skills/ tools to enhance productivity & earnings
     
  • Deliver Best in class Customer Experience
  1. Contextual and personalized solutions
  2. Simplified on-boarding process, Straight through; reducing NIGO rates
  3. Omni channel customer experience and service
     
  • Build long lasting differentiation
    1. High reusability across markets
    2. Leveraging analytics for Business predictability, generating real time insights for faster decisioning
    3. Adopt & integrate new age technology

 

Key Responsibilities

    1. Develop a roadmap for distribution across MetLife Asia. Focus on all face to face channels viz. Agency, Bancassurance, Corporate Agents, Brokers, etc. whilst working with direct to customer teams for creating an omni-channel roadmap.
    2. Partner with operations & marketing team to identify processes & moments of truth across customer purchase lifecycle where digital solutions can be leveraged to enhance customer (internal & external) experience.
    3. Collaborate with all stakeholders (IT, Operations, Marketing, Innovation, Country teams, etc.) to conceptualize, design, develop & implement to enhance customer experience, efficiency, cost optimization and front line productivity & earnings.
    4. Project management of all Distribution facing Analytics projects identified to ensure timely development, delivery and final execution with sales employees, partners and advisors.
    5. Partner with respective country teams to drive adoption with end users to create a natural pull for sustained adoption.
    6. Establish periodic governance & engagement with country sales teams to collect deployment feedback from on ground users & managers, identify system, people or change management related challenges and identify alternative solutions to achieve planned adoption.
    7. Establish monthly governance with IT, Operations & Marketing team to straight through processing solutions; prioritize enhancements with feedback from country teams, benchmark competition across Asia and identify new innovative solutions to ensure higher adoption of digital initiatives and differentiation for MetLife.
    8. Participate in the strategy development in liaison with the country heads, regional executive leadership team and the global marketing, Operations & IT team to build long lasting differentiation across distribution.
    9.  Partner with IT team to create a bancassurance / partner integration framework.
    10. Establish key metrics and reporting with support from Operations & IT team.

 

Measure of Success:

  1. Straight through processing solutions in identified markets (Targets to be set along with respective country teams).
  2. Adoption of CRM/ LMS in identified markets, leveraging data & analytics for business prediction & insights
  3. Effective project management (Collaboration with multiple stakeholders).
  4. Creation of ecosystem for sustained adoption

 

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.

 

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