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AVP - Business Architecture - GTO

Date Posted: Jul 31, 2019

Location: Tampa, FL, US, 0

Company: MetLife

Position: AVP, Business Architecture


Job Location:  Tampa, FL

 Department: Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. Associates are responsible for claims, underwriting, policy administration, global shared services, print, imaging and document management, billing and remittance, and non-U.S. customer service call centers. The team’s goal is to transform MetLife’s operations into a global organization to create a differentiated customer experience, simplify operations, and leverage the organization’s scale. Global Ops includes over 13,000 associates across all of MetLife’s markets who are responsible for core insurance capabilities, including new business and underwriting, claims, policy administration, contact centers, and billing/remittance.  The group processes approximately 12 million new applications, 10 million claims, 45 million policy transactions, and 10 million calls every year.


The Role: The Global Operations AVP Metrics role is responsible for developing, refining and maintaining the metrics practice for Global Operations and for being a key Relationship Manager for a Global Ops. Planning Board in coordinating planning, portfolio management and operational reporting.  

Key Responsibilities:

Responsible for developing, refining and maintaining the metrics practice for Global Operations through:

  • Continuous improvement and delivery of the metrics practices, including:  metrics definitions and targets, and analytics and reporting
  • Definitions and targets – ongoing refinement of metrics and associated targets based on external best practices and internal business dynamics, for all major markets and operational capabilities 
  • Analytics and Management Reporting – Oversee and mature performance analytics to identify opportunities and risks in support of the Global Ops. Planning Board.  Make recommendations and remediate issues through collaboration with a cross functional team. 
  • Executive Reporting - Perform reporting of key metrics for various stakeholders including: regular updates to   the Audit Committee of the Board of Directors, input into Business Reviews with the CEO and quarterly Business and Operational Reviews with the Regional Presidents.
  • Responsible for being a key interface with internal stakeholders including Finance and other Governance Functions within Global Operations, Global Tech & Ops and the Business.
    Responsible for being the key Relationship Manager for Global Ops. Governance Practices for a Global Ops. Planning Board Member
  • Overseeing and advising the cross organizational team in performing planning, portfolio management and metrics reporting as a set of end-to-end integrated governance practices


Key Relationships:

  • Reports to: VP Global Ops Governance
  • Direct reports/team: 3 directs
  • Key Stakeholders: Finance

Candidate Qualifications:

Essential Business Experience and Technical Skills:

  • 10+ years of experience in various business or governance roles with progressive responsibility, preferably in the financial services industry.
  • Knowledge of Global Operations
  • Strong financial modeling and analytic and strategic thinking skills.
  • Ability to collaborate closely across the organization to manage a holistic approach to Strategy, Planning and Governance.
  • Knowledge of continuous improvement/lean principles
  • Comfortable working through ambiguity to solve problems
  • Undergraduate degree required, MBA or other advanced degree preferred.

 Leadership Competencies:

  • Thinks Strategically -Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Creates Partnerships- Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Seizes Opportunity- Seeks new opportunities and ways to create balanced business growth while improving operational capabilities. 
  • Grows Talent- Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
  • Models our Values- Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions. 
  • Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.



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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Requisition #: 110678