29 days old
2017-11-152017-12-15

VP Global Head of Customer Solutions Enabling Services

MetLife
Bridgewater, NJ
**Position** : **VP, Global Head of Customer Solutions Enabling Services GTO**







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







**Role Value Proposition** :







At MetLife, were leading the global transformation of an industry weve long defined. Driven by passion and purpose, the VP Global Head of Customer Solutions Enabling Services will act as a transformational change-agent for Global Customer Solutions with the objective of delighting customers while optimizing the effectiveness of the GSC operation. In this global pivotal role, you will focus on developing and implementing a portfolio of initiatives designed to improve the end-to-end call center customer experience while supporting the strategic and operational objectives of the Customer Solutions Center across: Workforce Management, Business Risk Management, Data Management & Reporting, Quality & Knowledge Management and Vendor Management. This position will report to the Executive Vice President of Global Customer Solutions.







**Key Responsibilities** **:**







+ Work with leadership team on global transformation efforts focused on creating a next generation services operation that positions the Global Solutions Center to be a high performing function virtually as well as in optimal physical locations. Collaborate with regional leaders to implement global capability strategies while localizing to regional and country specific regulatory requirements.



+ Establish standards and processes, maximizing resources and driving efficiencies across all products in all locations, both domestic and international.



+ Systematically enhance the quality of data and analytics processes and metrics that measure and improve relationships, customer service and satisfaction across all call center channels. Identify baseline metrics for tracking interaction across all channels and customer segments. Enable the pervasive use of data to drive improvements in the quality and effectiveness of customer interactions.



+ Oversee short and long term strategic staffing plans including blended models that include virtual agents, variable and part time associates and off/near shore operations. Take ownership of developing accurate workforce planning models ensuring all call centers are optimally staffed.



+ Lead improvement programs to implement best-in-class practices which support performance management key performance indicators: 74% Service Level , 72% First Call Resolution, 81% CSC Customer Satisfaction, 81% Overall Satisfaction



+ Oversee uninterrupted access to 90million calls and email contacts annually; lead direct staff of 120+ associates, manage $10 million+ annual budget. Drive tactical contact center efficiencies in staffing models, call routing and resource utilization







**Essential Business Experience and Technical Skills:**







+ Minimum of 15+ years of relevant experience developing and executing an enterprise-wide customer call center experience, communication or retention/loyalty improvement strategies. Preferably the candidate will have experience in the financial services industry.



+ Experience implementing process improvement initiatives and applying change management principles to drive a change in company culture with a goal of developing customer obsession with the organization



+ Demonstrated ownership in establishing a digital portfolio geared towards implementation of a cross channel customer experience



+ Must be a change agent with the ability to collaborate, influence and challenge at all levels, front-line associates and senior leadership



+ Strong ability to drive results while possessing a relentless customer focus driven by an innate quality that believes in being an advocate for customers



+ Understands how to leverage technology to target, segment and analyze relevant data.



+ Excellent training, presentation, communication skills (both oral and written) with a credible presentation style



+ Bachelors Degree in related discipline; Masters Degree preferred.







**Leadership Competencies:**







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



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



+ **Seizes Opportunity** - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities. **Models our Values** - Creates a culture that promotes the companys values and standards through role modeling, accountability and ownership of decisions.



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







**Key Relationships:**







Reports to: Kristine Poznanski, EVP, Global Customer Solutions







Direct reports: 5







Budget: $10 million







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 #: 90523

Categories

  • Customer Service
  • Management
  • Financial Services
  • Legal

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VP Global Head of Customer Solutions Enabling Services

MetLife
Bridgewater, NJ

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MetLife
Bridgewater, NJ
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