As an integral part of the larger Global Technology & Operations organization, Digital Office is responsible for delivering innovative technology solutions with speed and scalability, while supporting MetLife's goal of leveraging marketplace opportunities.
Project Insight seeks to transform the US Customer Solutions Center's operating model and technology environment into a world class, omni-channel contact center that will drive significant improvements in:
Customer Experience through a 360 degree iew and personalized service
Consultant Experience and time to proficiency
Operational Efficiencies including consultant & superisor productivity
Business Intelligence to drie segmentation, improvement, and cross/up sell
Technology including stability, simplification, and agility
This role, Director – Technical Delivery Leader, is responsible for delivery for our key digital transformation programs and will face off with senior leaders in both business and IT primarily in the context of delivering strategic initiatives in support of the GTO Customer Service Center. In order to lead these complex and transformational programs, the organization needs a leader with a strategic perspective, technical expertise, deep understanding of the digital space, data and integrations, as well as a strong execution and delivery background and the ability to influence a wide range of stakeholders.
Direct the work of a Cross Functional Delivery team comprised of 20-25 associates as well as an expansive team spanning multiple external consultant engagements
Lead and deliver on the next generation implementation of digital solutions for the Customer Solutions Centers
Provide both Technical and Delivery Leadership to the cross functional team and deliver through use of new, innovative technologies, aligned to strategic architecture.
Own and drive key interactions with business and technology senior management, internal user groups and conduct internal and external research and analysis to define and develop delivery approach & roadmaps
Describe, define, drive and deliver specific technical solution aimed at bringing new products and capabilities aligned with business and product strategies
Partner with senior leadership of the business and IT communities to prioritize product delivery to achieve the goals of the Enterprise
Direct all delivery aspects from analysis through product delivery
Effectively manages budget aligned to product delivery
Improve team performance by building team cohesiveness, leading, mentoring, training and motivating in order to facilitate cooperation, ensure efficiency and boost morale
Essential Business Experience and Technical Skills:
Bachelor’s degree and related field experience required
10+ years of relevant IT experience
7+ years of leadership experience in delivery of enterprise scale technology programs
Expert in technical program delivery across cross-functional / LOB teams
Expert in driving delivery through collaboration in highly complex, matrixed environment
Broad technical knowledge across multiple technologies including big data based solutions, micro services, container and cloud based solutions and integration methodologies
Possesses strong leadership and negotiation skills
Excellent communication skills, both written and verbal
Ability to interact with senior leadership teams in IT and business
Prior development and design experience
2+ years hands on experience with either big data based or micro services based solutions
Internal Number: 109120
At MetLife, we put customers at the absolute center of everything we do. In fact, we believe technology will transform the customer experience and are investing nearly $300 million in new technologies that will help us innovate and develop new products and services to better serve our customers.We're actively seeking world-class talent for the GTO division, building a diverse, global and highly skilled workforce that is passionate about the same things we are — pushing ourselves to learn and grow, to be efficient, to share experiences and knowledge and to collaborate as a global team.