28 days old

AVP, Omni Channel Customer Solutions Transformation

Bridgewater, NJ
**Role Value Proposition** : The AVP, Omni Channel Transformation role resides in Global Customer Solutions (GCS) within MetLifes Global Technology and Operations (GTO) organization. GCS is the principal contact center and digital service channel for MetLife. The successful candidate will manage the Omni Channel servicing strategic initiative. This role is responsible for overall project success and serves as the central point of contact, providing leadership and direction to the project team. This position provides consistent interface, communication, and coordination with internal cross-functional stakeholders as well as critical enterprise integration.

The AVP will work to organize, lead, and advocate on behalf of a sizable program comprised of virtually all channels and product lines managed within GCS portfolio. This leader will work with functional and digital leaders to execute on the Omni-channel vision in a scrum-agile environment and coordinate efforts across various software development and operation teams, as well as Marketing, Lines-of-Businesses, vendors and others. This role will take on ultimate accountability for the successful delivery of the GCS Omni Channel strategy and supporting benefits/business case.

**Key Responsibilities:**

+ Provide overall management, coordination, and oversight of all aspects related to the Omni Channel program

+ Manage cross-functional program implementation to deliver on program objectives / metrics

+ Build and maintain a program roadmap that is integrated cross-functionally, across the other top priority initiatives, and across the enterprise

+ Monitor program risks and dependencies with other inter-related strategic initiatives within the enterprise

+ Oversee Agile execution and establish/enhance agile toolkits for the program

+ Coach work-streams on Agile methodology and guide work-streams to achieve their desired objective

+ Forecast cost of the strategic initiative; analyze variances and initiate corrective actions as needed

+ Provide regular status reports to the Executive Team, Sr. Leadership, and key stakeholders on the progress of the program

+ Oversee change management driven as a result of this program

+ Oversee, manage, and motivate program staff/resources to achieve program deliverables and benefits

+ Interfaces with functional leaders to anticipate challenges and provide an avenue for escalations

+ Ability to travel 25-30%

**Essential Business Experience and Technical Skills:**

+ 10-15+ years of business leadership experience, preferably with a mix of financial services industry and management consulting with specific experience in Global Contact/Customer Centers.

+ Bachelors degree in Business Administration or equivalent; MBA or other advanced degree preferred

+ Minimum 10 years of Program Management experience in a complex, multi-system environment with a focus on large, enterprise wide initiatives focused on Technology and Transformation

+ Ability to understand organizations competitive landscape and constantly keeps abreast of industry trends

+ Expert process management skills

+ Proficiency with Agile methodologies

+ Experience managing multiple high-performing individuals and teams

+ Exceptional strategic, analytical and critical thinking skills

+ Outstanding interpersonal skills with the ability to influence and facilitate decision-making among multiple, diverse parties, and present effectively and persuasively to diverse audiences

+ Demonstrated experience conducting organizational level, program level and individual level needs analysis to identify development needs and target program development

+ Strong collaboration and consensus-building skills, ability to engage across multiple functions and business units and cultivate strategic internal relationships across a highly matrixed organization

+ Proven track record of building collaborative partnerships and alliances at all levels while holding people accountable

+ Excellent communication and interpersonal skills

+ Strong financial acumen

+ Strong organizational skills with ability to prioritize and meet deadlines

+ Self-motivated, flexible, visionary

**Leadership Competencies:**

+ **Thinks Strategically** Sets direction aligned to the companys strategy, applying external and global perspective to meet local and global needs.

+ **Seizes Opportunity** Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.

+ **Focuses on Customers** Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.

+ **Drives Results** Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.

**Key Relationships** **:**

+ **Reports to:** VP, US Service Customer Solutions Transformation

+ **Direct reports/team** : 4-5 direct reports/team, matrixed program resources as needed

+ **Key Stakeholders:** VP of Customer Service, VP of Customer Sales, VP Product Heads, VP/AVPs Technology App Development, VP/AVPs Technology Infrastructure

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.**


  • Customer Service
  • Management
  • Financial Services
  • Legal
  • Marketing

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AVP, Omni Channel Customer Solutions Transformation

Bridgewater, NJ

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Bridgewater, NJ

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