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Senior Technology Liaison II

Date Posted: Jun 20, 2019

Location: Warwick, RI, US, 02886

Company: MetLife

Job Location: United States : Rhode Island : Warwick  Alternate Job Location : United States : Florida : Tampa || United States : Iowa : West Des Moines




Role Value Proposition:

Ensures operational excellence by building and managing Call Center relationships with companies that supply products and services for the organization.  Serve as the interface between the vendor and organization, and internal call center and responsible for identification, prioritization, and implementation of enterprise-wide programs that meet strategic, tactical, market, and customer demands. They keep vendors informed on developments in the organization and changes that affect the vendors’ products and services. Ensures vendor adherence to Call Center service level standards, driving results and improvement with the vendor and holding vendor accountable to metrics.


Key Responsibilities:  

  • Works independently and oversees and manages day to day support and management of our vendor services.
  • Manages issues, audit needs, business controls and risk items that impact or are related to the vendor.
  • Ensures vendors adherence to quality standards, procedures and reviews deliverables.
  • Communicates and reports to line of business leadership regarding the status of vendor relationships, SLAs and projects.
  • Facilitates strategic initiatives with vendors including but not limited to enhancements, projects, site standup etc.
  • Participate in monthly business review meetings and capture key actions identified.
  • Monitor and review vendor’s financial and operational performances.
  • Drives and ensures ongoing quality control processes and KPI’s
  • Produces reporting in alignment with above


Essential Business Experience and Technical Skills:


  • Previous Call Center Management or equivalent experience in a call center environment.
  • Strong record of success in driving changes, problem resolution and analyzing results in an operations environment.
  • Good interpersonal and verbal communication skills with a strong ability to negotiate and collaborate with others at many different levels.
  • Promotes MetLife key values by demonstrating leadership skills and using sound business judgment.


  • Bachelors degree



Travel between 4-6 times per year visiting companies that supply products and services to the organization.


Business Category

Global Tech & Ops


Number of Openings





At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.



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.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 108738 

Nearest Major Market: Providence
Nearest Secondary Market: Rhode Island