AVP, Business Implementation

  • Company: MetLife
  • Location: Charlotte, North Carolina
  • Posted: August 04, 2017
  • Reference ID: 70681-en_US




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’s U.S. direct-to-consumer organization is a dynamic and fast-paced team with a mission to transform the way insurance is delivered. Direct combines the innovative spirit of a startup with the backing of MetLife to create a unique and exciting place to work.            



LOCATION: Charlotte, NC


THE ROLE:  The AVP, Business Implementation has the responsibility for designing, managing, and executing a portfolio of implementation efforts in support of MetLife’s U.S. direct-to-consumer organization. A key objective of the role is to ensure the portfolio of work delivers against business plans within agreed-upon parameters of cost, speed, quality and risk. This includes the build-out of new products and services on existing administration platforms, implementation of new platforms and solutions, and enhancements to existing products and services. The AVP will oversee a pool of project management and business analysis resources charged with delivering projects from inception to completion. They will leverage other resources from internal partner organizations across MetLife as well as resources from external partners and vendors. In addition to managing execution of the portfolio of projects, the role is also responsible for improving the overall maturity of project, program, and portfolio management for the U.S. Direct organization. They will stay abreast of best practices and industry trends in insurance as well as other industries which can be leveraged.  They are responsible for talent development, recruitment, and establishing staffing models.


The AVP will be responsible for ensuring projects consider all aspects of implementation, including but not limited to: actuarial, financial, legal, technical, data management, marketing, administration, customer experience, training, sales and management reporting. They will ensure projects follow a defined project management lifecycle and systems development lifecycle, adhering to industry best practices and internal procedures around methodologies and artifacts. Direct’s current environment contains many external vendors and third party administrator platforms, so coordination of internal and external resources is critical for success. Solid vendor management skills are a must.  


This role will work closely with a planning function to ensure a clear linkage between strategic plans & roadmaps and execution of projects. This role will be a key influencer with the ability to foster strong relationships with multiple parties to gain alignment around project plans and the work required to deliver them.  It involves heavy interaction with senior leaders in the organization, delivery partners in the broader MetLife organization such as Global Technology & Operations,  and with external vendors and thought leaders. Key areas of interaction include Marketing, Global Technology & Operations, Strategic Solutions & Governance, Product Management, Strategy, Innovation, Finance.



Key Relationships:


Reports to: Vice President Business Integration


Direct Reports: 8, indirect: 12


Other Key Stakeholders: U.S. Direct Senior Leadership Team, Global Technology & Operations, Finance, Strategic Solutions & Governance.




Key Responsibilities: 


•Manage the implementation portfolio of programs and projects to agreed-upon constraints of scope, cost, quality, speed, and risk

•Design and maintain standardized project management lifecycle processes, tools, and templates that address all functions required for successful implementation

•Hiring and developing project management and business analysis resources with skillsets specific to U.S. Direct’s operational model

•Maintain an efficient and effective set of reporting mechanisms at a project and portfolio level of detail.

•Ensure a smooth linkage from strategic objectives to execution of work activities. Become a key influencer in both planning as well as project management to ensure the desired business results are achieved.

•Participate in planning processes by estimating project complexity, organizational capacity, timelines and resource needs. Ensure linkage with plans for areas outside of U.S. Direct’s direct control

•Interface with a data management program to establish and mature processes around data governance, stewardship and quality

•Handle complex situations and multiple responsibilities simultaneously, skillfully balancing long term-strategic needs with urgent immediate demands.

•Develop and maintain sustainable relationships across the enterprise, as well as with external parties, to foster the ability to achieve results through others.



Travel Requirements: Less than 25%






•10-15 years of experience in the insurance or financial services industry

•Strong business and technical knowledge across multiple disciplines including servicing, underwriting, customer relationship management, direct marketing, data management, and product development

•Strong project,  program, and portfolio management skills; demonstrated use of multiple methodologies including waterfall, iterative, agile

•In depth understanding of the insurance and non-insurance product development lifecycle

•Solid understanding of data management best practices

•Experience managing a portfolio of projects as opposed to just single initiatives

•High degree of business and financial acumen as well as sound decision making

•Process development & implementation experience with proven success

•Comfortable with ambiguity; able to apply knowledge and experiences to provide structure to solve complex problems

•Strong understanding of business drivers and performance measures

•Knowledge and experience with supported products, market, industry, and business channels highly desired

•Excellent visualization and organization skills to represent complex subject matter in concise, understandable structures

•Exceptional interpersonal and partnership skills with the ability to build long-term strategic relationships

•Strong negotiation skills to drive to the best solutions balancing multiple competing demands

•Demonstrated ability to work effectively across organizational lines to meet objectives, leading through influence when necessary

•BS or BA required, MBA preferred or equivalent work experience.



Leadership Competencies:


•Thinks Strategically - Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.

•Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.

•Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.

•Motivates People- Gains people commitment to achieve business objectives through clear communication of the company’s 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



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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Requisition #: 70681 

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