Director, Online Servicing - Brighthouse Financial

  • Company: MetLife
  • Location: Charlotte, North Carolina
  • Posted: April 21, 2017
  • Reference ID: 54321-en_US

Job Location: United States : North Carolina : Charlotte  


In January 2016, MetLife announced a plan to pursue the separation of a substantial portion of its U.S. Retail segment. Once separated, the new business will be called Brighthouse Financial.

Brighthouse Financial will serve customers the way they want, need and deserve. It will focus on eliminating the complexity, confusion and cost that can get in the way of many Americans who are seeking financial security. We will bring products to the market that add value to our customers’ lives, and will be guided by a common set of values that focus on the customer and drive accountability.

Brighthouse Financial is seeking high-performing team members who are passionate about the company’s mission.  We are laser-focused on adding value to our customers and minimizing complexity in every decision and action. We are building high performing teams who set the bar high and hold each other accountable.


The Director, Online Servicing will be responsible for defining the roadmap for the Online Servicing experience at Brighthouse Financial.  This will include managing the relationship with our legacy service provider while defining the vision for the future state.  The individual plays a critical role in ensuring clients and advisors have a strong online servicing experience with Brighthouse Financial with smooth transition onto the newly defined platform.


To ensure strong delivery of the roadmap, this person will lead his/her team to partner with external and internal teams to perform research and discovery, as well as synthesize and syndicate findings/recommendations with internal stakeholders.  They will need to develop a strong business case, including gap analysis, options assessments and financial projections for the platform.  Key to this position is strong project management capabilities; ensuring timelines are being met and stakeholders have clear visibility into project progress.


This team will also support change and migrations efforts related to the legacy platform.  Strong communication and customer relationship skills are needed to ensure that both internal and external user have visibility into transitional changes.  This team will serve as the champion for the Brighthouse organization as well as an escalation point of contact.



  • Integrating business mandate across organization (e.g. product, operations, distribution, marketing, etc) to define the overall online servicing vision and defining metrics of success
  • Managing the  transition services agreement associated with the legacy online servicing platform; service as an escalation point of contact for the organization with service provide
  • Partnering with the IT and business teams to define requirements, migration plan, release and adoption strategy
  • Partnering with legal and compliance teams to ensure the organization meets all requirements
  • Partnering with the call center teams to ensure  alignment overall servicing strategy



  • Analytic and strategic thinker capable of translating senior-level direction and corporate data governance and privacy policies and procedures into structured, practical, efficient and effective business processes.  Able to achieve results in a matrix setting through stewardship, influence, motivation and change leadership.
  • Demonstrated ability to manage highly visible strategic projects with a large scope.
  • Strong organizational skills and high level of personal accountability.
  • Strong interpersonal and teamwork skills – including oral and written communications, relationship building, collaboration, influencing, negotiation and conflict mediation – across a broad range of levels in the organization
  • Detailed knowledge and/or experience with technology concepts and Software Development Life Cycle methodologies (e.g., Agile, Iterative, Waterfall); Agile experience preferred
  • Demonstrated ability to lead a high performing team with a focus on talent development
  • 7 - 10 years of work and/or project related experience. 
  • Bachelor's degree in business, marketing, computer science, or related field
  • Advanced skills in business management tools including:  email, the Internet, Microsoft PowerPoint, Word, Excel, Visio, Project and Access










Brighthouse Financial is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is Brighthouse Financial'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.


For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.


Brighthouse Financial is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation in order to complete an employment application, please contact our Employee Relations Department at 1-866-635-9230 or email All other unrelated inquires will not be acknowledged.


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