1+ months
2018-06-222018-11-08

AVP of Customer Communications Management (CCM)

MetLife
Cary, NC
**Role Value Proposition:**



The Insurance Core Utilities group is an integral part of MetLifes continuing efforts to leverage technology to deliver superior customer service. The AVP Customer Communications Management, (CCM,) is responsible for driving a strategic approach to CCM that aligns with MetLifes digital initiatives. Utilizing your knowledge of the technology landscape, as the AVP, CCM you will continue to develop/maintain our CCM roadmap that ensures the delivery of innovative, and dynamic, communications solutions. You will also manage and deliver on a portfolio in excess of $12M+, ensuring that both the strategic and BAU programs are executed on time and budget.



**Key Responsibilities:**



+ Responsible for planning, designing and executing strategic roadmap in line with business initiatives to support business growth, client engagement and retention.

+ Identifies customer communication platforms and tools to provide better user experience, lowers the cost of ownership

+ Mentors the team members and provides training and enablement programs on the latest technology trends and platforms as a part of continuous improvement

+ Empowers business/product owners by adopting right processes and best in class product solutions

+ Identifies opportunities for innovation and continuous improvement

+ Leads multiple program teams and manages stakeholders in matrix environment; coaches and mentors project managers and team members

+ Works with Product, Vendors, Arch, Business Operations, Platform, Vendor Management and other IT teams (and others where applicable) to ensure the success of projects

+ Understands the digital transformation within the insurance industry and how the tools and platforms can be leveraged to create such transformations

+ Builds consensus, effectively manages the conflicts, escalations, adversities, and delays found in a complex and highly competitive environment.

+ Travel 30%



**Essential Business Experience and Technical Skills:**



+ 5-8 years working in the CCM space; leading large CCM initiatives

+ Strong and proven experience in Customer Communications & Correspondence tools along with knowledge of Enterprise Content Management platforms

+ Possess strong industry knowledge on various Customer Communication platforms such as Oracle Documaker, OpenText xPression, GMC Inspire, Smart Communications and Adobe forms

+ Strong understanding of Insurance Industry, current correspondence trends , and how it applies to Insurance Business

+ Demonstrated track record and experience working in a large, complex and fast paced matrixed global work environments

+ Excellent written and oral communication skills and the ability to communicate effectively with a broad spectrum of roles and titles

+ Demonstrated attention to detail required

+ Excellent negotiation, influencing, collaboration, communication, and presentation skills required

+ Demonstrated experience and track record applying change management best practices to strategies, projects and programs

+ Strong management and leadership skills

+ Proven Critical Thinking and problems solving skills , ability to get in the weeds to coach teams to resolution

+ Results driven

+ Proven problem solving

+ Financial Acumen making the right decision based on Business Value

+ Track record of successfully working in a highly vendor sourced model organizations



Leadership Competencies:



+ **Think Strategically** : Set direction aligned to the companys strategy, applying external and global perspective to meet local and global needs

+ **Create Partnerships** : Authentically build trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives

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

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



**Key Relationships** :



Reports to the VP-Insurance Core Utilities



**Travel:**



Estimated travel 30%



This is a work from office position with working hours align to MetLifes Core Business hours 8am-5pm .



**MetLife:**



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.

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AVP of Customer Communications Management (CCM)

MetLife
Cary, NC

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