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Director - Business Procedures

Company: MetLife
Location: Sun City Center
Posted on: July 25, 2022

Job Description:

Director - Business Procedures (Customer Experience and Automation)

Location: Virtual but commutable to Bridgewater, NJ , Tampa, FL, Oriskany NY, Aurora IL, Cary, NC

Job Location: United States

Role Value Proposition:

Global Technology & Operations (GTO) includes over 17,000 associates across 42 countries. Servicing our customers in operations and global customer call centers, we deliver global support services, including global real estate, global corporate security, and global innovation. This role, for a Director of Business Procedures will be accountable for driving improvements to the Customer Experience within the US Group Customer Service and Operations (GCSO) business. This will be achieved via a holistic approach to the customer/claimant across US Claims Operations and Call Centers

Key Responsibilities:

  • Owns the US GCSO Voice of Customer (VOC) program and ongoing relationships with relevant vendors (ie. Medallia and NICE SatMetrix)
  • Conducts complex research and analysis to quantify business opportunities and issues and develops formal recommendations for presentation to senior leadership
  • Coordinates external industry certifications for contact center and claims operations working with partner organizations
  • Manages key projects to from launch to value delivery. Working autonomously, oversees the implementation of very large/critical corporate initiatives
  • Develops detailed work plans, schedules, project estimates, resource plans, and status reports
  • Helps engage and update key stakeholders and ensure integration across key dependencies. Supports design, preparation, analysis and explanation of management reporting. Helps drive analysis of financial, customer and process improvement metrics and socializes these thoroughly.
  • Leads all customer research endeavors specific to US GCSO, including being the owner of relevant industry certification projects
  • Owns customer journey mapping practices for US GCSO and develops end to end view of the current customer experience across Call Center and Claims Operations
  • Develops communication materials that support strategic needs of your projects (in coordination with HR, communications and change management). These may include communications to associates and key stakeholders about the value proposition of your project and communications to maintain engagement with associates / partners when key milestones and customer/shareholder impacts are achieved.
  • Develop strategies for new projects which could include process transformation, Robotics, Digital improvements and/or partnerships with external firms. Leads from strategy development to creation of execution plans and key success measures.
  • Leads workshops and meetings, elevates priorities, and promote the alignment of projects with the organization s strategic vision
  • Develops and leads governance routines that measure business objectives and performance against key metrics (eg. NPS and CSAT). Ensures that targets and timelines are tracked and met
  • Leads, motivates, and develops project team members and provides guidance to lower-level staff
  • Performs other duties as assigned or required
    Essential Business Experience and Technical Skills:

    • 10+ Years of experience; general insurance industry experience expected
    • Experience in running strategic working sessions, customer journey projects and value stream mapping exercises (process design and re-engineering)
    • Business Requirement gathering, operating model assessment, strategy evaluation
    • Ability to perform complex analysis on expense management, profitability drivers etc.
    • Advanced understanding of relevant Customer Experience metrics (Net Promoter Score and Customer Satisfaction)
    • Advanced understanding of research design, survey methodology and statistical significance mathematics (e.g. Confidence Intervals, Margins of Error)
    • Top notch executive presentation skills
    • Work in a very fast paced environment with many deliverables and stakeholder management
    • Bachelor s degree in related field or equivalent experience
    • Strong written and oral communication skills in delivering complex issues
    • Excellent Excel, PowerPoint, Visio skills. Ability to conduct detailed process mapping exercises

      --- Experience in Claims Operations and/or Call Center environments

      --- MBA

      Business Category

      GCSO - Operations Performance & Services

      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 customers."


      MetLife, through its subsidiaries and affiliates, is one of the world s 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 $642.4 billion of total assets under management as of March 31, 2021. We are ranked on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies."

      MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

      We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

      MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.

      Requisition #: 127289

Keywords: MetLife, Palmetto , Director - Business Procedures, Executive , Sun City Center, Florida

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