Manager, Performance Management Product Owner (Cary)
Company: Met Life
Posted on: June 13, 2019
Role Value Proposition:
The Global Customer Solutions (GCS) group provides a consistent
service experience for all MetLife customers, which includes
driving a superior customer service experience and transforming our
Global Customer Solutions provides outstanding Sales and Customer
Service support for key insurance and protection products within
the Global business, and drives contact center transformation and
digital servicing channels globally.
As the Product Owner, you will be responsible for oversight either
the Change/Incident Management, Real-Time Monitoring or Employee
Enablement within Global Enablement Solutions (GES) team, which is
part of MetLife Global Customer Solutions. This position is
responsible for the change oversight and governance of MetLife s
voice channels, online, cross channel and emerging platforms. In
addition, the team will provide expertise and support,
recommendations and delivery of incremental improvements and
optimization of platform capabilities.
- Legal, Compliance, Risk Management across platforms. Internal
User Recertification/Audit requirements.
- Support of cross system maintenance opportunities by reviewing
and ensuring platforms are receiving necessary service
releases/patches and system recycling per manufacturers best
practices. Support of any regulatory and legal requirements.
Perform consistent review of key processes to seek optimization and
- Utilization of standard tools to alert the ROC and others to
potential and active service impacts.
- Actively ensure that critical platforms have necessary tools
enabled with core functions being monitored.
- Serve as the Cross Platform solution SME to technical partners,
providing business expertise and information supporting their
development of investigation procedures and processes enabling
identification and resolution of production technical issues on
MetLife s platforms. Essential Business Experience and Technical
- Bachelor s degree and 8 years of experience in various
business/technology roles with progressive responsibilities in the
customer solutions platform/Web application development/support,
Agent Desktop, mobile, email and survey solutions with progressive
responsibilities in the customer solutions platform/Web management
function (GCS IVR, telephony, Agent Desktop, and chat initiatives,
Web Application Development/Support).
- Advanced skills in business management tools including: Agile
Frameworks, Microsoft PowerPoint, Word, Excel, Visio, Project,
Access and Web Design. Experienced with technology portfolio and
risk management tools and data facilities.
- Strong analytical and written communication skills. Ability to
maintain strict confidentiality. Flexibility to work on different
projects at the same time. Demonstrated ability to handle multiple
assignments simultaneously while meeting aggressive deadlines.
Ability to work with all levels of management. Strong interpersonal
and relationship building skills to support liaison role. Ability
to work independently while effectively managing time.
- Accomplished change management leader, able to operate
effectively in a highly matrix environment. 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
- 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. In addition to solid
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. Preferred:
- Bachelor s degree in Computer Science; Advanced degree
- 10 years of experience in customer solutions platform
- Knowledge of Global Operations: organization, services and
technology portfolio. Travel
10% or less
GCS Platform Management
Number of Openings
At 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
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
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: Met Life, Cary , Manager, Performance Management Product Owner (Cary), Executive , Cary, North Carolina
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