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Customer Communication Solutions

Date Posted: Nov 21, 2021

Location: West Warwick, RI, US, 2893 Tampa, FL, US, 33647

Company: MetLife

Customer Communication Solutions

 

MetLife Title:    CCM Platform Management Consultant
 

Job Family: Technology Liaison

                                          

Role Value Proposition: 

Enables time and cost efficiencies through design and implementation of technical solutions, standard artifacts and processes to maintain and support customer service communications and strategy for the enterprise.  This role will also be responsible for building and maintaining templates and content for print ready, omni-channel customer service communications across platforms.

  

Key Responsibilities: 

 

  • Act as primary contact for utilities used to support the generation, distribution and storage of customer service communications, such as, but not limited to platforms, Customer Engagement portal, storage solutions
  • Act as primary contact for the SCC Intake tool with responsibility for the design and prioritization of enhancements and standard processes for consistent and efficient use across the team and business partners
  • Maintain and play role as Documaker Content Deploy Center (DCDC) administrator overseeing process, access permissions and reporting
  • Primary contact for eForms with responsibility of prioritized work, project support and production issues
  • Produce, maintain and govern data mapping inventory that includes glossary, values, formatting and naming conventions
  • Partner with Scranton Print Ops to drive new capabilities and print efficiencies
  • Lead projects related to technical solutions to drive strategic alignment, enhanced capabilities and scalability across the enterprise
  • Participate on strategic projects to ensure delivery of standard, consistent customer service communications and/or experience that meets business need and timeline
  • Define and govern standard processes and practices related to requirements process and tool to promote time efficiency, standards and quality
  • Continuous research of technology, solutions and industry standards to drive improved processes
  • Manage and build assets associated with SmartComm updates according to department guidelines
  • Solve communication problems with design, clearly organizing messages to align with business objectives

 

Required Experience:

  • BS/BA degree with 7-10 years of work experience
  • Proven ability to communicate complex ideas in a manner that is easily understandable
  • Strong technical skills with the ability to generate customer communications
  • Ability to exercise independent judgment and apply critical and strategic thinking
  • Understands components, cycle times and production/distribution requirements and can manage to project timelines and priorities
  • Strong and proven analytical skills

 

Competencies:

  • Accuracy/Attention to Detail - Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
  • Decision Making & Critical Thinking - Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
  • Analytical Thinking - Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.
  • Effective Communication - Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  • Managing Multiple Priorities - Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
  • Producing Results - Ability to utilize assigned resources and leverage back-channel resources (individuals or teams) to achieve or exceed planned outcomes.
  • Problem Solving - Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

 

Skills:

  • Proficient with customer communication platforms such as Documaker, Quadient Inspre and SmartComm
  • Working knowledge of CCM technical components used to create, revise, distribute and store customer communications
  • Problem-solving skills
  • Time management
  • Working knowledge of agile and waterfall methodologies

 

 

"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:

MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

 

We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies." 

       

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

 

 

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

 

 

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.

 

 

Requisition #: 120288