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Director, Online Channel (Cary, NC)

Company: MetLife
Location: Cary
Posted on: June 14, 2019

Job Description:

Job Location: Cary, NC 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 contact centers.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 Director of Online Channel Management, your role will play a key function in driving and developing plans to structurally transform while improving productivity along with protecting and supporting the end customer online experience. Working with internal and external stakeholders, this role is also responsible for achieving productivity and performance objectives for key online applications. Finally, the role will ensure that requirements set forth by the lines of business are achieved and new online (web) platforms sourced by the business are installed on-time and meet expectations.Key Responsibilities:

  • Deliver online (web) technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. These would include MetOnline, MyBenefits, GSSP and others as they become available.
  • 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, implement, and maintain GCS policies, procedures, and training / adoption plans. Manage enhancement delivery on time and on budget that require multiple layers of service providers and internal and external stakeholders. Identify, collect, and analyze operations performance data, market research, and other related data to improve performance and provide system change recommendations.
  • Develop, manage and lead continuous process improvement strategies and initiatives. Execute on Rapid Improvement events. 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. Design and present business requirements based on process knowledge for technology implementations. Integrate process solutions across multiple business functions Essential Business Experience and Technical Skills: Required:
    • Bachelor's degree and related field experience.
    • 10 years of experience in various business/technology roles with progressive responsibilities in the customer productivity enablement solutions function (digital online/web applications and services, Program and Process Improvement Management).
    • 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 values.
      • 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 and focus in a dynamic environment. Customer-service orientation.
      • 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.Preferred:
        • Advanced degree.
        • 15+ years of in various business/technology roles with progressive responsibilities in the customer productivity enablement solutions function (digital online/web applications and services, Program and Process Improvement Management).
        • PMP certification preferred.
        • Knowledge of Global Operations: organization, services and technology portfolio.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: MetLife, Cary , Director, Online Channel (Cary, NC), Executive , Cary, North Carolina

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