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AVP, Contact Center IT Strategy Lead. Job in Bridgewater, New Jersey, United States in MetLife, Inc.. Nelest.com
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AVP, Contact Center IT Strategy Lead

col-narrow-left   

Job ID:

22942

Location:

Bridgewater, NJ 

Job function:

Information Systems Management, Strategic Planning
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

AVP, Contact Center IT Strategy Lead

Job Description:

Job Location

Bridgewater, NJ

Job Description

METLIFE:

"At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."

MetLife, through its subsidiaries and affiliates, is a global provider of life insurance, annuities, employee benefits and asset management with operations in nearly 50 countries and leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. With a proven track record of financial strength and delivering on promises since 1868, the company prides itself on helping people plan for their future by protecting what matters most - their families and their achievements.

With 2014 total operating income of ~$70 billion, MetLife is ranked #42 on the Fortune 500 list and #69 on the Forbes Global 2000 list of the world's largest public companies. Globally, the company has ~65,000 employees serving approximately 100 million customers, individuals, and businesses, including 90 of the FORTUNE 100. MetLife is also one of the largest institutional investors in the US with more than $450 billion in managed assets. FORTUNE Magazine's World's Most Admired Company survey recently named MetLife #1 in the Life and Health Insurance industry.

MetLife is an ambitious company with the scale, scope and talent to lead the transformation of the insurance and employee benefits industry, driving world class standards of performance around the globe. Launched in 2012 by MetLife Chairman and CEO, Steven Kandarian, the company's enterprise strategy is based on four cornerstones: Refocus the U.S. Business, Grow Emerging Markets, Build a Global Employee Benefits Business and Drive Towards Customer Centricity and a Global Brand. Concrete actions are well underway in each of these strategic focus areas, including moving to a horizontally-integrated global operating model to help drive greater leverage of technology and operations and the more consistent application of functional priorities across global markets.

As One MetLife, the company has defined common values shared across the enterprise: Put Customers First, Be the Best, Make Things Easier, and Succeed Together. These values guide how employees operate every day and are reflected in the company's commitment to creating a world-class organization which places a high value on motivational leadership, engaged talent, and customer focus. For more information on working at MetLife, please visit MetLife Careers.

LOB/ Global Function

Role will be in the Enterprise Application Development group within MetLife's Global Technology & Operations organization. Enterprise Application Development is chartered with delivering global, shared service solutions to the enterprise. Enterprise Application Development also has the responsibility of delivering customer centric capabilities supporting both self & assisted sales & service. MetLife as an enterprise is in its largest transformational stage in history around customer centricity. This role will critically touch over 40M customer contacts annually by delivering reliable, smart & innovative IT solutions for MetLife's contact center agents & management.'

THE ROLE:

The Contact Center Model Office IT / Solution Delivery Lead is responsible for the oversight of key world class operations capabilities deployed globally across the Americas, Asia and EMEA regions. These capabilities will serve as blueprints for transformational programs over the next 3-5 years and will focus on optimization, automation, digitization and standardization of the operating model driving efficiency, effectiveness and increased customer focus. For Contact Centers, Technology and Operations this translates to strategies supporting:

  • Customer Channel (Assisted)
  • Telephony / Self Service (IVR)
  • CRM Strategy / Sales & Service
  • Contact Center Reporting & Analytics
  • Workforce Management

The Contact Center Model Office Lead responsibility will also include global domain ownership that ensures the technology strategy is not only designed as a

Job Requirements:

Job Location

Bridgewater, NJ

Job Description

METLIFE:

"At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."

MetLife, through its subsidiaries and affiliates, is a global provider of life insurance, annuities, employee benefits and asset management with operations in nearly 50 countries and leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. With a proven track record of financial strength and delivering on promises since 1868, the company prides itself on helping people plan for their future by protecting what matters most - their families and their achievements.

With 2014 total operating income of ~$70 billion, MetLife is ranked #42 on the Fortune 500 list and #69 on the Forbes Global 2000 list of the world's largest public companies. Globally, the company has ~65,000 employees serving approximately 100 million customers, individuals, and businesses, including 90 of the FORTUNE 100. MetLife is also one of the largest institutional investors in the US with more than $450 billion in managed assets. FORTUNE Magazine's World's Most Admired Company survey recently named MetLife #1 in the Life and Health Insurance industry.

MetLife is an ambitious company with the scale, scope and talent to lead the transformation of the insurance and employee benefits industry, driving world class standards of performance around the globe. Launched in 2012 by MetLife Chairman and CEO, Steven Kandarian, the company's enterprise strategy is based on four cornerstones: Refocus the U.S. Business, Grow Emerging Markets, Build a Global Employee Benefits Business and Drive Towards Customer Centricity and a Global Brand. Concrete actions are well underway in each of these strategic focus areas, including moving to a horizontally-integrated global operating model to help drive greater leverage of technology and operations and the more consistent application of functional priorities across global markets.

As One MetLife, the company has defined common values shared across the enterprise: Put Customers First, Be the Best, Make Things Easier, and Succeed Together. These values guide how employees operate every day and are reflected in the company's commitment to creating a world-class organization which places a high value on motivational leadership, engaged talent, and customer focus. For more information on working at MetLife, please visit MetLife Careers.

LOB/ Global Function

Role will be in the Enterprise Application Development group within MetLife's Global Technology & Operations organization. Enterprise Application Development is chartered with delivering global, shared service solutions to the enterprise. Enterprise Application Development also has the responsibility of delivering customer centric capabilities supporting both self & assisted sales & service. MetLife as an enterprise is in its largest transformational stage in history around customer centricity. This role will critically touch over 40M customer contacts annually by delivering reliable, smart & innovative IT solutions for MetLife's contact center agents & management.'

THE ROLE

The Contact Center Model Office IT / Solution Delivery Lead is responsible for the oversight of key world class operations capabilities deployed globally across the Americas, Asia and EMEA regions. These capabilities will serve as blueprints for transformational programs over the next 3-5 years and will focus on optimization, automation, digitization and standardization of the operating model driving efficiency, effectiveness and increased customer focus. For Contact Centers, Technology and Operations this translates to strategies supporting:

  • Customer Channel (Assisted)
  • Telephony / Self Service (IVR)
  • CRM Strategy / Sales & Service
  • Contact Center Reporting & Analytics
  • Workforce Management

The Contact Center Model Office Lead responsibility will also include global domain ownership that ensures the technology strategy is not only designed as a

Zip Code:

13313

Company Info
MetLife, Inc.
1095, Avenue of the Americas
New York, NY, United States

Phone:
Web Site: metLife.com

Company Profile

Company Info


MetLife, Inc.
1095, Avenue of the Americas
New York, NY, United States
Phone:
Web Site: metLife.com

AVP, Contact Center IT Strategy Lead

col-narrow-left   

Job ID:

22942

Location:

Bridgewater, NJ 

Job function:

Information Systems Management, Strategic Planning
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

AVP, Contact Center IT Strategy Lead

Job Description:

Job Location

Bridgewater, NJ

Job Description

METLIFE:

"At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."

MetLife, through its subsidiaries and affiliates, is a global provider of life insurance, annuities, employee benefits and asset management with operations in nearly 50 countries and leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. With a proven track record of financial strength and delivering on promises since 1868, the company prides itself on helping people plan for their future by protecting what matters most - their families and their achievements.

With 2014 total operating income of ~$70 billion, MetLife is ranked #42 on the Fortune 500 list and #69 on the Forbes Global 2000 list of the world's largest public companies. Globally, the company has ~65,000 employees serving approximately 100 million customers, individuals, and businesses, including 90 of the FORTUNE 100. MetLife is also one of the largest institutional investors in the US with more than $450 billion in managed assets. FORTUNE Magazine's World's Most Admired Company survey recently named MetLife #1 in the Life and Health Insurance industry.

MetLife is an ambitious company with the scale, scope and talent to lead the transformation of the insurance and employee benefits industry, driving world class standards of performance around the globe. Launched in 2012 by MetLife Chairman and CEO, Steven Kandarian, the company's enterprise strategy is based on four cornerstones: Refocus the U.S. Business, Grow Emerging Markets, Build a Global Employee Benefits Business and Drive Towards Customer Centricity and a Global Brand. Concrete actions are well underway in each of these strategic focus areas, including moving to a horizontally-integrated global operating model to help drive greater leverage of technology and operations and the more consistent application of functional priorities across global markets.

As One MetLife, the company has defined common values shared across the enterprise: Put Customers First, Be the Best, Make Things Easier, and Succeed Together. These values guide how employees operate every day and are reflected in the company's commitment to creating a world-class organization which places a high value on motivational leadership, engaged talent, and customer focus. For more information on working at MetLife, please visit MetLife Careers.

LOB/ Global Function

Role will be in the Enterprise Application Development group within MetLife's Global Technology & Operations organization. Enterprise Application Development is chartered with delivering global, shared service solutions to the enterprise. Enterprise Application Development also has the responsibility of delivering customer centric capabilities supporting both self & assisted sales & service. MetLife as an enterprise is in its largest transformational stage in history around customer centricity. This role will critically touch over 40M customer contacts annually by delivering reliable, smart & innovative IT solutions for MetLife's contact center agents & management.'

THE ROLE:

The Contact Center Model Office IT / Solution Delivery Lead is responsible for the oversight of key world class operations capabilities deployed globally across the Americas, Asia and EMEA regions. These capabilities will serve as blueprints for transformational programs over the next 3-5 years and will focus on optimization, automation, digitization and standardization of the operating model driving efficiency, effectiveness and increased customer focus. For Contact Centers, Technology and Operations this translates to strategies supporting:

  • Customer Channel (Assisted)
  • Telephony / Self Service (IVR)
  • CRM Strategy / Sales & Service
  • Contact Center Reporting & Analytics
  • Workforce Management

The Contact Center Model Office Lead responsibility will also include global domain ownership that ensures the technology strategy is not only designed as a

Job Requirements:

Job Location

Bridgewater, NJ

Job Description

METLIFE:

"At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."

MetLife, through its subsidiaries and affiliates, is a global provider of life insurance, annuities, employee benefits and asset management with operations in nearly 50 countries and leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. With a proven track record of financial strength and delivering on promises since 1868, the company prides itself on helping people plan for their future by protecting what matters most - their families and their achievements.

With 2014 total operating income of ~$70 billion, MetLife is ranked #42 on the Fortune 500 list and #69 on the Forbes Global 2000 list of the world's largest public companies. Globally, the company has ~65,000 employees serving approximately 100 million customers, individuals, and businesses, including 90 of the FORTUNE 100. MetLife is also one of the largest institutional investors in the US with more than $450 billion in managed assets. FORTUNE Magazine's World's Most Admired Company survey recently named MetLife #1 in the Life and Health Insurance industry.

MetLife is an ambitious company with the scale, scope and talent to lead the transformation of the insurance and employee benefits industry, driving world class standards of performance around the globe. Launched in 2012 by MetLife Chairman and CEO, Steven Kandarian, the company's enterprise strategy is based on four cornerstones: Refocus the U.S. Business, Grow Emerging Markets, Build a Global Employee Benefits Business and Drive Towards Customer Centricity and a Global Brand. Concrete actions are well underway in each of these strategic focus areas, including moving to a horizontally-integrated global operating model to help drive greater leverage of technology and operations and the more consistent application of functional priorities across global markets.

As One MetLife, the company has defined common values shared across the enterprise: Put Customers First, Be the Best, Make Things Easier, and Succeed Together. These values guide how employees operate every day and are reflected in the company's commitment to creating a world-class organization which places a high value on motivational leadership, engaged talent, and customer focus. For more information on working at MetLife, please visit MetLife Careers.

LOB/ Global Function

Role will be in the Enterprise Application Development group within MetLife's Global Technology & Operations organization. Enterprise Application Development is chartered with delivering global, shared service solutions to the enterprise. Enterprise Application Development also has the responsibility of delivering customer centric capabilities supporting both self & assisted sales & service. MetLife as an enterprise is in its largest transformational stage in history around customer centricity. This role will critically touch over 40M customer contacts annually by delivering reliable, smart & innovative IT solutions for MetLife's contact center agents & management.'

THE ROLE

The Contact Center Model Office IT / Solution Delivery Lead is responsible for the oversight of key world class operations capabilities deployed globally across the Americas, Asia and EMEA regions. These capabilities will serve as blueprints for transformational programs over the next 3-5 years and will focus on optimization, automation, digitization and standardization of the operating model driving efficiency, effectiveness and increased customer focus. For Contact Centers, Technology and Operations this translates to strategies supporting:

  • Customer Channel (Assisted)
  • Telephony / Self Service (IVR)
  • CRM Strategy / Sales & Service
  • Contact Center Reporting & Analytics
  • Workforce Management

The Contact Center Model Office Lead responsibility will also include global domain ownership that ensures the technology strategy is not only designed as a

Zip Code:

13313
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