Director, Productivity Management (Cary, NC)
Company: Tech Job Microsite
Posted on: May 17, 2019
Job Location: Cary, NC Role Value Proposition:The Global Customer
Solutions (GCS) group provides a consistent service experience for
all MetLife customers. In addition to driving an omni-channel
customer service experience and transforming our call centers and
Digital servicing channels globally.Global Customer Solutions
provides outstanding Sales and Customer Service support for key
insurance and protection products within the Americas business, and
drives call center transformation and digital servicing channels
globally. As the Director of Productivity Management, you will play
a key function in driving and developing plans to structurally
transform while improving productivity along with protecting and
supporting the end customer experience. Working with internal and
external stakeholders, this role is also responsible for achieving
productivity and performance objectives. Finally, the role will
ensure that requirements set forth by the lines of business are
achieved and new web platforms sourced by the business are
installed on-time and meet expectations.Key Responsibilities:
- Deliver web technology solutions that align to business
strategies while enabling enterprise efficiency and promoting
cross-company collaborative innovation. Identify and execute
projects to advance businesses strategic goals and objectives as an
individual contributor or teammate. Design and present business
requirements based on process knowledge for technology
implementations. Integrate process solutions across multiple
- Establish best-practice methodologies based on metrics-based
KPIs for incident management in global, high-volume,
high-availability, critical production environment.
- Initiate a process to partner with the business on
transformational changes, customer experience improvements and
system enhancements to further automate processes to drive
efficiencies; establish monthly release process. Develop, manage
and lead continuous process improvement strategies and initiatives.
Execute on Rapid Improvement events.
- Develop, implement, and maintain GCS policies, procedures, and
- Manage projects on time and on budget that require multiple
layers of service providers and internal and external
- Identify, collect, and analyze operations performance data,
market research, and other related data to improve performance and
provide system change recommendations. Introduce and sustain change
across multiple disciplines.
- Develop and deploy internal controls and organizational metrics
dashboards per regulations and/or business needs. Design, improve
and integrate Internal Process Plans for compliance/regulated
environments.Essential Business Experience and Technical
- Bachelor's degree with 10-15+ years of experience in various
business/technology roles with progressive responsibilities in the
customer productivity enablement solutions function (digital web
applications and services, Program and Process Improvement
- Demonstrated experience managing complex business processes,
technology and change programs across a matrixed organization for a
Fortune 500 company. Ability to champion change, inspire a shared
vision and promote key values. Knowledge of Global Operations:
organization, services and technology portfolio.
- Problem-solver with the ability to translate qualitative and
quantitative information into actionable recommendations. Strong
leader with demonstrated sound business judgment. Able to inspire
the trust, confidence and respect of peers and other senior
leaders. Develops talent for the future.
- Strong interpersonal and teamwork skills - including oral and
written communications, relationship building, collaboration,
influencing, negotiation and conflict mediation - across a broad
range of levels in the organization.
- Ability to work independently with flexibility, focus in a
dynamic environment and have a customer-service
- Advanced degree preferred.
- Advanced skills in business management tools including:
Microsoft PowerPoint, Word, Excel, Visio, Project and Access.
Experienced with technology portfolio and risk management tools and
data facilities.TravelUp to 25%Business CategoryGCS - Platform
ManagementNumber of Openings1At MetLife, we're leading the global
transformation of an industry we've long defined. United in
purpose, diverse in perspective, we're 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.
Keywords: Tech Job Microsite, Cary , Director, Productivity Management (Cary, NC), Executive , Cary, North Carolina
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