15 days old

IT Director

Clarks Summit, PA 18411
**Job Location:** United States : Pennsylvania : Clarks Summit

**Summary of Position Responsibilities:**

MetLife Global Customer Solutions (GCS) performs customer service and direct sales to customers via multiple channels phone, IVR, online, email and chat. GCS handles ~28M customer calls and services ~41M customer logins annually for US customers. Sales and service associates work across multiple sites in the US, and vendors are located both in the US and offshore. As a part of its transformation journey, GCS has a number of strategic initiatives in progress ranging from CRM implementation, conversational IVR and next generation online platform. While GCS services customers via multiple channels, customer experience is silod due to limited channel integration. The division recognizes that industry trends (e.g., customers expectations, competitive pressures and technology innovations) are driving towards an omni-channel experience. GCS is in the process of developing of a seamless omni-channel strategy. This process will define the vision for GCS, benchmark our current omni-channel experience within service, define our optimal channel mix, design an innovative customer experience, design the target state operating model and the technology architecture, determine the business case and develop a roadmap.

The IT Director will be the primary lead working with GCS to align business strategy, operating model with technology. The role will require broad program management & expertise cutting across multiple silo d channels, organizational boundaries & technology groupings (e.g. IVR, phone, online, chat, email, social). A successful IT Director will translate business strategic direction into practical, multi-generational roadmaps which will guide technology build outs across Global Technology & Operations (GTO) IT units.

Key areas of focus for this role include:

Understanding of business strategy & operating models

Understanding current / future state capabilities

Align available technology to future state capabilities

Lead planning efforts across a portfolio of contact center projects and programs

Ensure that the portfolio of IT projects is aligned to strategy & business roadmaps

**Principal Accountabilities of Position:**

Co-creation of business strategy & operating model

Co-creation of business case / ROI models & getting funding requests approved

Deep understanding of current state (business & IT)

Deep understanding of enabling technologies internally / externally

Broad experience with creating solution architecture approaches

Experience with advanced integration architectures with LAN, WAN and Security

Broad experience planning & estimating large IT programs

Extensive experience managing resource utilization, accruals, budgets and terms of payment

Expert soft skills working across multiple / matrixed IT & business areas

Experience working with incumbent vendors (e.g. NICE, Nuance, LivePerson, SFDC, Avaya.)

Experience working with emerging vendors (multiple) to look for leap frog opportunities

Experience in procurement of bringing new technology into the company (RFP, evaluations, etc.)

Accountable for NDAs, MSAs, SOWs, Purchase Requests, POs and Invoice payments/accruals

Broad, deliberate and rigorous portfolio management expertise

Ensure on going alignment of program to business case, solution architectures & expected capabilities

**Knowledge / Skills / Competencies Required:**

10+ years total IT experience, preferably in financial services industry, contact center technologies domain or big 5 consulting firm experience

5+ years direct experience enabling two or more customer facing channels

5+ years leading a team including people managers, project managers & business solution analysts

PMP certification and advanced financial acumen is a plus

Bachelors degree in business, computer science or information system, masters degree preferred

Demonstrated experience implementing / developing business strategies and solutions for financial services & / or technology departments

Experience with software develop practices, primarily Waterfall

Strong influence, facilitation and communication skills; builds relationships at all levels of the organization including the ability to resolve issues and build consensus among groups of diverse stakeholders

Demonstrated ability in strategy formulation, thinking like an architect and identifying key business issues and opportunities

Demonstrated analytical skills and emotional intelligence. Ability to analyze complex situations, learn quickly and synthesize corresponding solutions, options and action plans

Large corporate environment experience where coordination, collaboration and communication across multiple organizations is required for alignment, approvals, decision-making and governance

Demonstrated capability for problem solving, decision making, sound judgment and assertiveness

Expert influencing skills to manage enterprise stakeholders, business partners, and teams of diverse composition (e.g. varying skill sets; in-house and outsourced) who are not direct reports

Excellent oral and written communication skills as well as excellent presentation skills with ability to conduct presentations comfortably to large groups

Strong relationship building, teaming and interpersonal skills

**_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._**


  • Customer Service
  • Financial Services
  • Information Technology

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IT Director

Clarks Summit, PA 18411

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Clarks Summit, PA

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