1+ months

VP Service Business Management - Global Customer Care

New York, NY
**Position** : **VP, Service Business Management Global Customer Care**

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

**Role Value Proposition** : Global Technology & Operations (GTO) at MetLife has recently undergone a significant realignment to better support our enterprise transformation towards One MetLife, digitally enabled and globally integrated. As a result, Global Operations and Global Customer Solutions, which sit in GTO, have been reorganized from regional hubs into 4 key functional capabilities operating globally: new business underwriting, policy administration & servicing, claims, and customer care. The new structure has created an exciting opportunity for a senior leader to join as VP, Service Business Management, of Global Customer Care (GCC).

Reporting to the SVP of Global Customer Care, this leader will be responsible for defining and implementing MetLifes long term strategic plans to drive the omni-channel customer experience and transform customer service across our four key regions: US, Asia, Latin America, and EMEA (Europe, Middle East & Africa). MetLife serves over 100 million customers through multiple diverse businesses, including group benefits life and disability insurance, property and casualty insurance, bancassurance, and individual life and retirement solutions. The VP, Service Business Management, will partner closely with peers responsible for operations in our three largest markets, the US, Mexico, and Japan, as well as contribute to shared services design efforts related to 20+ smaller countries, to ensure alignment of global vision and execution across online, IVR, phone, digital, and all other customer communication channels.

He or she is expected to apply strategic thinking based on best practice expertise and an ability to see around corners in the rapidly evolving customer experience space both to assess current organizational operational strengths, weaknesses, and opportunities as well as position MetLife to lead the industry in innovative solutions. The VP, Service Business Management, will be a key part of the strategic leadership team charged with transforming customer care into a proactive, globally integrated, data driven, and technologically agile team able to anticipate needs and serve our customers throughout their MetLife journey in the ways they expect and demand. To do so will require an enterprise-wide effort to keep pace with the rapid technology, demographic, regulatory, and industry changes. This role is an exciting and impactful opportunity to partner with senior leadership cross-functionally and cross-regionally to achieve on core strategic goals at a pivotal moment in the development of MetLifes next generation.

**Key Responsibilities:**

+ Strategy, Planning, & Transformation

+ Define and continuously refresh Global Customer Care strategy in accordance with evolving external trends and internal strategic imperatives, including:

+ Provide leadership for the creation and execution of omnichannel strategy, including online and IVR, in alignment with Enterprise Strategy (Customer Value Proposition), Digital Strategy and GTO strategy

+ Drive successful delivery and value realization from strategic programs for GCC in the US, Mexico, and Japan markets (e.g., Insight; Conversational IVR; Digital Servicing; Omni Channel Servicing; Service to Sales).

+ Drive proactive and customer centric engagement for all servicing platforms with external (customers, brokers, employers, providers) and internal (distribution) stakeholders

+ Provide comprehensive business, operational, and project support to ensure effective execution on strategy, including building roadmaps, identifing business process and technology requirements, and defining milestones

+ Identify service delivery and other GCC improvement opportunities and lead change management efforts to achieve optimal adoption rates

+ Operational governance and financial management

+ Manage the service budget process and expense functions, including forecasting, vendor invoicing, and achievement of target cost saves

+ Partner with Global Customer Solutions leadership to develop and deliver global metrics, performance and customer satisfaction measures, and operational reporting on GCC business objectives

+ Define and track delivery of online and IVR channels success measures

+ Build and manage business and product specific budget and operational objectives

+ Enterprise alignment & strategic global partnership:

+ Partner with executives across all regions and business lines to understand their objectives and pain points; plan and execute targeted strategies and initiatives for continuous improvement

+ Partner closely with peers in Global Customer Solutions and service vendors to define and measure GCC performance against goals

+ Partner with functional leaders in Finance, Marketing, Enterprise Strategy, HR, Communication etc to ensure optimal leverage of corporate resources and continuous alignment of efforts

+ Employee engagement and GCC communications:

+ Develop, coach, and motivate GCC employees at all levels across sites to drive enthusiasm and sense of ownership in achieving goals and delivering a consistent, high quality customer experience that contributes to building lifelong relationships with MetLife

+ Leverage the performance management process to promote an inclusive environment inspiring associate engagement and development at all levels

+ Provide creative and innovative approach to training and skill enhancement programs required to meet evolving customer needs, setting and exceeding expectations to delight the customer

**Essential Business Experience and Technical Skills:**

+ 15+ years of experience, ideally including both top-tier management consulting company and insurance or financial services experience; demonstrated ability to apply strategic and critical thinking skills to business problems

+ Customer-centric call center industry expertise with proven success designing and implementing next gen call center transformational initiatives of relevant scope and scale; deep understanding of and passion for customer journey

+ Strong financial acumen, including forecasting & budget management

+ Demonstrated change management and leadership skills

+ Foundational knowledge of staffing and resource forecasting requirements

+ Expert process, program, and process management skills; Lean methodology or similar preferred; strong governance and organizational skills with ability to prioritize and meet deadlines

+ Third party vendor management, including relationship management, goal setting, strategy or operational refresh as needed, monitoring, and quality control

+ Strong business acumen and intellectual curiosity around industry trends; ability to apply competitor and adjacent insights and developments to inform strategy

+ Influence leadership; proven track record of building collaborative partnerships and alliances to achieve shared goals

+ Excellent communication skills, both interpersonally and at scale to convey organizational direction and priorities across diverse teams

+ Strong coaching and team building skills; successful track record of developingand executing training and motivational programs

+ Self-motivated, flexible, visionary

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

**Leadership Competencies:**

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

+ **Motivates People** Gains people commitment to achieve business objectives through clear communication of the companys vision and flexing leadership styles to inspire high performance.

+ **Creates Partnerships** Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.

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

+ **Grows Talent** Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.

+ **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.

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

**Key Relationships** **:**

+ **Reports to:** SVP, Global Customer Care

+ **Direct reports/team** : 3-4,team of 30-40

+ **Peers:** GCC Market Leaders for Japan, Mexico, and US Business Lines, e.g. Group Benefits, Auto & Home, MetLife Holdings, Retirement & Income Solutions

+ **Key Stakeholders** : Senior leadership across Lines of Business, Global Customer Solutions, Global Technology, Global Operations, Digital, Data Analytics, Finance, Global Brand & Marketing, and Enterprise Portfolio Management


MetLife, through its subsidiaries and affiliates, is one of the worlds 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 more than $500 billion in managed assets as of December 31, 2016. We are ranked #42 on the Fortune 500 list for 2017. In 2017, we were named to the Dow Jones Sustainability Index (DJSI) for the second year in a row. DJSI is a global index to track the leading sustainability-driven companies.

While we have tremendous respect for the past, we are a company firmly focused on the future. To adapt to a changing world, we are undergoing one of the most dramatic transformations in our history to reinvent how we do business so we can thrive in any environment. We are moving away from a traditional product-development model to one driven by customer insights. We are challenging historical norms by humanizing our industry and designing every customer experience to reflect the modern company were becoming. Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate lifes twists and turns.

At the center of our business strategy is a commitment to One MetLife collaborating, sharing best practices, and recruiting, developing and retaining the best talent in the industry. We live by our values: Put Customers First, Be the Best, Make Things Easier, and Succeed Together. They guide how we operate every day.

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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VP Service Business Management - Global Customer Care

New York, NY

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New York, NY

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