18 days old

Director - Channel Innovation & Delivery (Bridgewater, NJ - New York, NY)

Bridgewater, NJ
**Job Location:** Bridgewater, NJ - New York, NY

**Role Value Proposition:**

The **GCS Transformation Group** is part of Global Customer Solutions (GCS) within MetLife Global Technology and Operations (GTO). CSC acts as the principal contact center for MetLifes US domestic operation which provides Sales and Customer Service support of key insurance and protection products within the Americas business. More than 2,500 employees in nearly a dozen contact centers sell MetLife products and answer questions for customers across product lines, including Auto & Home, Dental, and Life

As part of this role, you will **lead enterprise-wide initiatives** in delivering more modern, innovative channel technologies, including **Interactive Voice Response (IVR) and other omni-channel capabilities** . Reporting to the AVP of Transformation Delivery, you will lead a team and work in partnership with IT and vendor partners to transform our customer service experience for Metlifes customers.

**Key Responsibilities:**

+ Leads the effort to develop and implement new, modern technologies for Metlifes U.S. customer service organization

+ Takes projects from original concept through final implementation, provide a single point of contact for assigned projects. Define project scope and objectives.

+ Develops detailed work plans, schedules, project estimates, resource plans and status reports.

+ Manages, coaches, and develops management and consulting personnel involved in managing projects to implement new and/or modified processes, procedures, and/or initiatives.

+ Translates senior management vision and develops department vision, strategy, service levels, and business objectives.

+ Communicates vision and strategy to staff. Identifies training needs of end users and staff and develops and provides the necessary training to meet those needs.

+ Partners with other operational areas to build strong working relations and improve workflow and organizational issues.

+ Forecasts and monitors the budget for areas of responsibility.

+ Manages critical relationships with consultants and vendors, internal end users, and business customers/leadership.

+ Conducts complex research and analysis to quantify business opportunities and issues and develops formal recommendations for presentation to management.

+ Designs, implements, and monitors the progress of initiatives, milestones, and budgets to ensure timeliness and deliverables are met.

+ Provides updates to senior business leadership regarding project status and the application and implementation of new or revised procedures, processes, and/or initiatives. Performs other duties as assigned or required.

+ Supervisory Responsibilities: Full people management responsibility, including hiring, firing, promotions, performance and compensation management, & training & development.

**Essential Business Experience and Technical Skills:**

+ Experience leading a technology innovation related to customer experience (i.e. Conversational IVR tools, etc)

+ Experience working within a cross-functional team including internal teams and vendor solutions

**Required Qualifications**

+ High School Diploma

+ 7 + total work related experience

**Preferred Qualifications**

+ Bachelors degree in related field or equivalent experience, advanced degree preferred **Travel** _Up to 25%_ **Business Category** Operations **Number of Openings** _1_ **At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were 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 #: 95350


  • Customer Service
  • Sales / Business Development

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Director - Channel Innovation & Delivery (Bridgewater, NJ - New York, NY)

Bridgewater, NJ

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Director - Channel Innovation & Delivery (Bridgewater, NJ - New York, NY)

Bridgewater, NJ

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