AVP, HR Business Partner - Customer Solutions Center

  • Company: MetLife
  • Location: Bridgewater, New Jersey
  • Posted: March 29, 2017
  • Reference ID: 51402-en_US


Job Location: Bridgewater, NJ   



This position is responsible for the overall management of the Human Resource functions that support the Customer Solutions Center (CSC) as a customer call center and direct sales distribution channel for MetLife.  CSC handles over 30 million service contacts per year and generates approximately $300M of new written premium annually.


In this role, the incumbent is responsible for leading the development and implementation of HR strategies and initiatives in key areas such as Talent Acquisition & Management, Organizational Design, Compensation Planning / Sales Incentive Plans, and Performance Development that will ensure CSC achieves its business objectives.


A successful candidate must be able to represent the capabilities of CSC and work to create an integrated HR service and sales strategy that is optimally aligned to meet CSC’s overall business objectives.  Since insurance product servicing and telesales capabilities are unique, there is no clear roadmap to follow on how the HR processes should be designed and built.  The incumbent must work closely with internal and external partners, anticipating the needs of the CSC and build the HR processes and programs to meet those needs. The role is a focal point for overall HR services for a large complex organization. Consequently the experience gained in the role equips a person to have an overall HR leadership role in an independent organization.



  1. Serve as Senior HR business partner, participate in various Department and sub-Department Planning Boards; provide senior level partnership, advice, consultation and intelligence regarding organizational effectiveness to the business leader.
  2. Analyze and present key metrics to address business results, goals and objectives and make recommendations to drive targeted action plans to address areas of opportunity.
  3. Design, develop and implement human capital plan to enable business strategies and objectives.
  4. Ensure policies, procedures and practices are implemented (defined and developed where appropriate) consistently and efficiently across the Organization and that the Organization is fully compliant with all aspects of the laws pertaining to employment in the workplace.
  5. Keep management and employees informed of MetLife’s HR policies and administrative practices, and of proposed changes that will affect their operational effectiveness; devise and develop effective communication between and among management and employees on all policy changes.
  6. Collaborate with HR partners across GTO and the Enterprise to meet and exceed all HR objectives.
  7. Manage the Human Resources team that supports CSC in the effective implementation of HR programs within client group.


  • 10+ years of professional HR experience with HR consulting experience with a line operations organization; preferably call center operations. (Direct sales knowledge is a plus)
  • Accomplished change management leader, able to operate effectively in a highly matrix environment.
  • Strong quantitative measurement, budgeting, and management reporting and analytical skills
  • Strong people management/development skills and experience.  Ability to coach and train individuals in critical HR competencies.
  • Ability to build and maintain relationships with senior management and HR leadership team members.
  • Undergraduate degree required, MBA or other advanced degree preferred.)


  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.
  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
  • 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.


  • Reports to: Sr. Vice President, HRBP Global Tech & Ops
  • Direct reports: 3
  • Key Stakeholders: Sr. Vice President, Head of Customer Solutions Center



MetLife, through our subsidiaries and affiliates, is one of the largest life insurance companies in the world. Founded in 1868, we are a global provider of life insurance, annuities, employee benefits and asset management. Our employees serve approximately 100 million customers, individuals and businesses, including over 90 of the FORTUNE 100®. 


We are ranked #40 on the Fortune 500 list and #48 on the Forbes Global 500 list. We have operations in nearly 50 countries, and hold leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. We are also one of the largest institutional investors in the U.S. with an over $500 billion general account portfolio as of December 31, 2015. 


In 2015, FORTUNE Magazine’s World’s Most Admired Company survey named us #1 in the Life and Health Insurance industry. In 2016, we were named to the Dow Jones Sustainability Index (DJSI) for the first time. DJSI is a global index to track the leading sustainability-driven companies.


While we have tremendous respect for the past, we are a company firmly focused on the future. To adapt to a changing world, we are undergoing one of the most dramatic transformations in our history to reinvent how we do business so we can thrive in any environment. We are moving away from a traditional product-development model to one driven by customer insights. We are challenging historical norms by humanizing our industry and designing every customer experience to reflect the modern company we’re becoming. Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns.


At the center of our business strategy is a commitment to One MetLife – collaborating, sharing best practices, and recruiting, developing and retaining the best talent in the industry. We live by our values:  Put Customers First, Be the Best, Make Things Easier, and Succeed Together. They guide how we operate every day. 

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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