Position: AVP, Continuous Improvement & Channel Transformation
Location: Charlotte, NC, Warwick, RI, Bridgewater, NJ, or Dayton, OH
This role resides in the Customer Solution Center (CSC) within MetLife Global Technology and Operations (GTO). CSC acts as the principal contact center for MetLife’s US domestic operation. The successful candidate will work as a leader within the CSC Transformation Strategy & Delivery dept. Transformation Delivery is responsible for the development and delivery of business process solutions and technology to drive operating efficiency/effectiveness and enhanced customer experiences.
The AVP of Continuous Improvement will report to the Head of CSC Transformation Strategy & Delivery, focused on the relationships between the CSC Leadership, IT, Business Partners and other parts of MetLife related to the efficient, timely, and effective delivery of key transformation programs such as Sales to Service, Service Call Reduction, etc.
The AVP of Continuous Improvement will manage a team of Transformation Program Leads that align with each of CSCs business channels. Each Program lead will be held accountable for delivering program savings/efficiencies while managing the day-to-day deliverables, resources, timelines, risks, and expenses within each program.
Drive the CSC Strategic Transformation Initiatives portfolio
Consults across all CSC, Global Ops, IT, and Product areas to integrate plans and ensure alignment of strategy and successful delivery of program business cases
Acts as change agent within CSC and drive continuous improvement across all transformational programs/efforts
Evaluates, reports, and deliver transformation program solutions & benefits, including financial ROIs, leadership status decks, and presentations to senior leadership
Translates senior management vision and develop departmental strategies, standards, and team operating models. Communicate and drive strategy and standards to staff and partners.
Recommends progressive transformation solutions that meet our internal customers’ needs and business goals for both Service and Sales
Oversee, manage, and motivate a staff of dedicated Program Lead resources to achieve program deliverables and benefits
Interfaces with functional leaders to anticipate challenges and provide an avenue for escalations.
Forecasts, manages and reports on financial implications of initiatives to include performance to plan and projected budget vs. actual spend.
Performs other duties as assigned or required
10+ years professional experience in Contact Center leadership roles and specific experience in the delivery of Relationship Management, Program Leadership and initiative transformation initiatives
Experience utilizing Lean or Six Sigma or similar methodologies
Experience managing multiple high-performing individuals and teams
Exceptional strategic, analytical and critical thinking skills
Outstanding interpersonal skills with the ability to influence and facilitate decision-making among multiple, diverse parties, and present effectively and persuasively to diverse audiences
Demonstrated results building departmental or organizational culture
Demonstrated experience conducting organizational level, program level and individual level needs analysis to identify development needs and target program development
Strong collaboration and consensus-building skills, ability to engage across multiple functions and business units and cultivate strategic internal relationships across a highly matrixed organization
Strong ability to translate concepts, summarize and communicate complex ideas
Excellent communication (written and verbal) and presentation skills.
Enterprise-wide thinker with the ability to work well at all levels of the organization
Bachelor’s Degree required, MBA preferred
Lean or Six Sigma certification strongly desired
Ability and willingness to travel (up to 30% of the time).
Reports to: MetLife’s Head of CSC transformation Strategy & Delivery
Direct reports: 5 direct reports
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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