Manager, Performance Management Product Owner (Cary)

MetLife – Cary, NC

Role Value Proposition :
The Global Customer Solutions (GCS) group provides a consistent service experience for all MetLife customers, which includes driving a superior customer service experience and transforming our contact centers.

Global Customer Solutions provides outstanding Sales and Customer Service support for key insurance and protection products within the Global business, and drives contact center transformation and digital servicing channels globally.

As the Product Owner, you will be responsible for oversight either the Change/Incident Management, Real-Time Monitoring or Employee Enablement within Global Enablement Solutions (GES) team, which is part of MetLife Global Customer Solutions. This position is responsible for the change oversight and governance of MetLifes voice channels, online, cross channel and emerging platforms. In addition, the team will provide expertise and support, recommendations and delivery of incremental improvements and optimization of platform capabilities.

Key Responsibilities: Legal, Compliance, Risk Management across platforms. Internal User Recertification/Audit requirements. Support of cross system maintenance opportunities by reviewing and ensuring platforms are receiving necessary service releases/patches and system recycling per manufacturers best practices. Support of any regulatory and legal requirements. Perform consistent review of key processes to seek optimization and refinement. Utilization of standard tools to alert the ROC and others to potential and active service impacts. Actively ensure that critical platforms have necessary tools enabled with core functions being monitored. Serve as the Cross Platform solution SME to technical partners, providing business expertise and information supporting their development of investigation procedures and processes enabling identification and resolution of production technical issues on MetLifes platforms.

Essential Business Experience and Technical Skills:
Required: Bachelors degree and 8 years of experience in various business/technology roles with progressive responsibilities in the customer solutions platform/Web application development/support, Agent Desktop, mobile, email and survey solutions with progressive responsibilities in the customer solutions platform/Web management function (GCS IVR, telephony, Agent Desktop, and chat initiatives, Web Application Development/Support). Advanced skills in business management tools including: Agile Frameworks, Microsoft PowerPoint, Word, Excel, Visio, Project, Access and Web Design. Experienced with technology portfolio and risk management tools and data facilities. Strong analytical and written communication skills. Ability to maintain strict confidentiality. Flexibility to work on different projects at the same time. Demonstrated ability to handle multiple assignments simultaneously while meeting aggressive deadlines. Ability to work with all levels of management. Strong interpersonal and relationship building skills to support liaison role. Ability to work independently while effectively managing time. Accomplished change management leader, able to operate effectively in a highly matrix environment. Demonstrated experience managing complex business processes, technology and change programs across a matrixed organization for a Fortune 500 company. Ability to champion change, inspire a shared vision and promote key values. Problem-solver with the ability to translate qualitative and quantitative information into actionable recommendations. Strong leader with demonstrated sound business judgment. Able to inspire the trust, confidence and respect of peers and other senior leaders. Develops talent for the future. In addition to solid 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.

Preferred: Bachelors degree in Computer Science; Advanced degree preferred. 10 years of experience in customer solutions platform management function. Knowledge of Global Operations: organization, services and technology portfolio.

Travel
10% or less

Business Category
GCS Platform Management

Number of Openings
2

At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers. MetLife - 25 days ago - save job - original job

All Jobs in Cary, NC

  • Manager - Software Development Engineering

    MetLife Cary, NC

    View Job
  • Manager, Performance Insights

    MetLife Cary, NC

    View Job
  • Manager - Software Development Engineering

    MetLife Cary, NC

    View Job
  • Manager, Performance Management Product Owner (Cary)

    MetLife Cary, NC

    View Job
  • Manager, Cross Platform Channel Product Owner (Cary, NC)

    MetLife Cary, NC

    View Job
  • Manager, Voice Platform Channel Product Owner (Cary, NC)

    MetLife Cary, NC

    View Job
  • Manager - eBusiness Projects

    MetLife Cary, NC

    View Job
  • Marketing Automation Specialist

    Pentair Cary, NC

    View Job
  • Production Management Senior Analyst

    MetLife Cary, NC

    View Job
  • Production Mgmt Consultant, Peoplesoft Financial

    MetLife Cary, NC

    View Job
  • Manager, Self Service/IVR Solutions Product Owner (Cary, NC)

    MetLife Cary, NC

    View Job

Featured Articles

SAP FSCD Online Training Complete Course Content

29 April 2016

SAP FSCD stands for SAP Financial Services -- Collections and disbursements. It is a component of insurance and provides features to carry out insurance tasks: processing of incoming payments, handling payments, etc. Cross-industry tasks are carried out by this module like payable accounting, receiv

read more..

Importance Of Taking QA Training Course

24 September 2015

Quality Analysis is a way of preventing mistakes or defects in manufactured products and avoiding problems when delivering solutions or services to customers. It is a part of quality management focused on providing confidence that quality requirements will be fulfi

read more..

Time Management While Filing For H1B Visa Petition

23 September 2015

Every year the Filing H1B Visa Petition can be done only from 1st April. Candidate can start applying after start of April month. It is better to plan from January and get your things right, so that you can apply for H1B visa petition for you

read more..

Universities That Offer Scholarships for International Students in USA

17 August 2018

Scholarships for International Students in USA Before planning to leave your home or country for USA education it is necessary to check how to finance it. Because we all know that Education/study in USA are expensive. As some of us known tha

read more..

Thanks For Your Feedback

Attach A Resume First