AVP, Strategy & Business Management - Customer Solutions Center, Service

  • Company: MetLife
  • Location: New York, New York
  • Posted: March 22, 2017
  • Reference ID: 48961-en_US

: Reporting to the SVP of CSC Service, this position is responsible for defining and implementing CSC Service’s long term strategic plans, budgeting, forecasting and vendor invoicing. S/he will be responsible for defining and executing on transformation programs to deliver CSC Service strategy.  Through the Customer Advocacy Team, the AVP will be responsible for overall customer satisfaction goals relative to successful resolution of customer complaints. In addition, this position will conduct organizational reviews to identify strengths, weaknesses, and opportunities and evaluate operations effectiveness.


The incumbent will partner with senior CSC leaders to develop and deliver metrics, performance measures and operational reporting that will support service’s business objectives and results. S/he must ensure alignment with other MetLife lines of business, technology, Customer Analytics and Customer Centricity.  This role will also be responsible for service communications and execution of employee engagement activities.


  • Define and continuously refresh CSC Service strategy, leveraging external trends
  • Define and implement CSC Service’s strategic business efforts and transformation to develop and execute well-informed strategic plans
  • Drive business process and technology requirements to effectively execute on strategies including providing comprehensive business, operational, and project support
  • Lead change management efforts for CSC Service
  • Define business case for all CSC service initiatives in order to improve service delivery and successful progress against those plans including a solid change management process and adoption rate
  • Responsible for managing the service budget process and expense functions, including forecasting and vendor invoicing
  • Support CSC service through implementation of practices which result in the organization consistently meeting and/or exceeding its customer and performance metrics
  • Responsible for service communications and oversee employee engagement activities across all locations
  • Responsible for successful resolution of customer complaints through the Customer Advocacy Team
  • Collaborate with partners across departments and the Enterprise to meet and exceed all objectives


  • 10-15+ years of experience, preferably with preferably within insurance, financial services or a Big Four management consulting firm.  Strong quantitative and critical thinking skills
  • Bachelor’s degree in Business Administration or equivalent; MBA or other advanced degree preferred
  • Ability to understand organization’s competitive landscape and constantly keeps abreast of industry trends
  • Strong working knowledge of the call center industry
  • Expert process management skills
  • Well established project management skills, e.g., manage multiple projects and deadlines
  • Proven track record of building collaborative partnerships and alliances at all levels while holding people accountable
  • Foundational knowledge of staffing and forecasting requirements
  • Excellent communication and interpersonal skills
  • Strong financial acumen
  • Strong coaching and team building skills
  • Proven ability to positively influence others
  • Demonstrated ability to develop and successfully execute programs to motivate staff
  • Ability to influence and communicate the organizations direction and ensure results are achieved
  • Strong organizational skills with ability to prioritize and meet deadlines
  • Self-motivated, flexible, visionary


  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.


  • Reports to: SVP, Customer Service
  • Direct reports/team: 3/4
  • Key Stakeholders:  Finance; Strategy & Planning; CSC Center Operations; Workforce Enablement; Workforce Management; Operations Analytics; Risk Management



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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