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Sr Vendor Relations Cons II. Job in Charlotte, North Carolina, United States in MetLife, Inc.. Nelest.com
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Sr Vendor Relations Cons II

col-narrow-left   

Job ID:

23009

Location:

Charlotte, NC 

Job function:

Business Development, Public Relations
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Sr Vendor Relations Cons II

Job Description:

Job Location

Charlotte, NC

Job Description

With the goal of becoming the direct insurance leader, MetLife is now ranked #2 in direct life insurance. In 2014, MetLife Direct won several prestigious awards, including the 2014 Direct Marketing Association Marketer of the Year Award, the 2014 PIMA Marketing Methods Award, and the 2014 EBIX Innovation Award" for creating a new Life Underwriting System.

Earlier this summer, MetLife Direct leadership announced the decision to bring the entire business together in one location, Charlotte, NC, to build a world-class team and shared culture of innovation and customer-centricity. The MetLife Direct team is a newly formed, dynamic, and fast-paced organization with a mission to transform the insurance sector in the US by putting the customer at the center of everything we do. MetLife Direct combines the innovative spirit of a startup company with the backing of MetLife to create a unique, energized, and exciting place to work.

MetLife Direct has become a key growth engine. In 2014, sales were approximately $94M, and PFOs were $240M. Four years ago, MetLife recognized shifting consumer buying behavior patterns towards more direct purchases and made an early push into this channel. With the goal of becoming the direct insurance leader, MetLife is now ranked #5 in direct life insurance and the business team is aiming to become the leader in direct insurance in the US. In 2014, this business won several prestigious awards including:

  • 2014 Direct Marketing Association Marketer of the Year Award -Hearst Magazines and MetLife were jointly selected along with one other individual as recipients of the 2014 Direct Marketing Association Marketer of the Year Award in recognition of a premium co-branded marketing campaign which set an industry gold standard by advancing the science of data-driven, integrated, multichannel marketing. Ads appeared in Car & Driver, Woman's Day, Popular Mechanics and Good Housekeeping promoting our Accident and Final Expense products.
  • 2014 PIMA marketing methods awards. Silver for customer cross sell and upgrade marketing.
  • Ebix 2014- -The US Direct MetLife Team was awarded the "Ebix 2014 Innovation Award" for creating a new Life Underwriting System.

Job Summary

In cooperation with the MetLife Direct Operations AVP, Director and team, manage the development and operation of a profitable over-the-phone sales channel for customer acquisition, retention, and cross-sell. Support MetLife Direct agency partner call centers in the attainment of key business and efficiency metrics and sales goals, through on-site presence, call monitoring, gap analysis, training, incentives and the development of action plans to address gaps. Additionally work with Vendors and underwriting teams to simplify complex case management processes.

Functional Responsibilities:

  • Under minimal supervision, responsible for overseeing complex and/or high profile relationships with external call centers
  • Develop and maintain weekly site results reports, including key metrics, stack ranking of agents and site comparisons. Deliver findings at a weekly call center operations review call and work with call centers to create and track initiatives to improve key metrics.
  • Work with underwriting team and call centers to simplify case management processes and reduce customer application cycle times
  • Lead effort to identify cost savings from business processes and negotiate vendor rates that reduce unit costs
  • Share best practices across call center sites to increase overall performance of MetLife Direct Performs other duties as assigned or required
  • Oversees the fulfillment of call center contracts and service level agreements.
  • Oversees the work of call centers across a large segment of a business organization.
  • Acts as the internal contact for receiving and resolving issues and concerns related to assigned high profile call center
  • Develops and implements process improvement solutions related to call center processes and works with operating areas to implement.
  • Ensures call center service level agreements are being met and that call center performance aligns with strategic goals and priorities.
  • Assesses outsourcing opportunities and assists in the creation of the strategy and execution of outsourced work.
  • Partner with the MetLife Direct Capacity Manager to manage leads to agent capacity to maximize yield and marketing cost ratios
  • Sets and achieves sales targets as well as maintain a balance of driver results that result in on plan/budget telemarketing expenses.
  • Design and implement an ongoing communication process between call center partners and MetLife Direct teams (i.e. Marketing, CRM and Customer Service), in order to prepare sites/agents for new marketing/sales initiatives, call volume and sales expectations.
  • Responsible for development, project management and launching of new "pilot' programs at call center sites
  • Partner with the MetLife Direct Compliance team through call listening and call quality reviews, managing partner scorecard results, and address negative trends through training
  • Responsible for call center Net Promoter Scores on customer satisfaction and work with the Customer Segmentation team to address any negative trends
  • Work with MetLife Direct L & D teams to create and deliver ongoing sales development training modules, based on key metrics, monitoring observations and site leadership input, in order to improve agent sales skills and sales results.
  • Support the MetLife Direct Project management team in the creation and implementation of key MetLife Direct Sales Call Center initiatives.
  • Understand the competitive landscape at agency partner to understand how MetLife compares to other carriers and how share of sales can be increased
  • Be onsite to promote MetLife and educate agents why MetLife is the better choice for their clients
  • Develops incentives to promote brand loyalty with agents and increase share of sales.

Job Requirements:

Required Experience:

  • 3+ years sales experience
  • 2+ years sales operational design experience
  • 5+ years call center sales experience

Key Competencies, Qualifications and Skills, Preferred:

  • Posses strong interpersonal skills, an understanding of the sales process, and effective experience in telephone sales
  • Highly motivated, goal-oriented, collaborative, strong communicator, team player, and client-focused.
  • Strong verbal/presentation skills
  • Ability to project manage multiple simultaneous projects, of varying sizes
  • Knowledge of metrics and analytics a plus
  • Prior call center management experience is a plus
  • Sales leadership experience is a plus
  • Bachelors Degree
  • Project management experience
  • Proficient in Microsoft Excel, Word and Power Point

Business Category

Americas Region

Job Category

Customer Service

Salary Grade

30

Number of Openings

2

Zip Code:

28261

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

Sr Vendor Relations Cons II

col-narrow-left   

Job ID:

23009

Location:

Charlotte, NC 

Job function:

Business Development, Public Relations
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Sr Vendor Relations Cons II

Job Description:

Job Location

Charlotte, NC

Job Description

With the goal of becoming the direct insurance leader, MetLife is now ranked #2 in direct life insurance. In 2014, MetLife Direct won several prestigious awards, including the 2014 Direct Marketing Association Marketer of the Year Award, the 2014 PIMA Marketing Methods Award, and the 2014 EBIX Innovation Award" for creating a new Life Underwriting System.

Earlier this summer, MetLife Direct leadership announced the decision to bring the entire business together in one location, Charlotte, NC, to build a world-class team and shared culture of innovation and customer-centricity. The MetLife Direct team is a newly formed, dynamic, and fast-paced organization with a mission to transform the insurance sector in the US by putting the customer at the center of everything we do. MetLife Direct combines the innovative spirit of a startup company with the backing of MetLife to create a unique, energized, and exciting place to work.

MetLife Direct has become a key growth engine. In 2014, sales were approximately $94M, and PFOs were $240M. Four years ago, MetLife recognized shifting consumer buying behavior patterns towards more direct purchases and made an early push into this channel. With the goal of becoming the direct insurance leader, MetLife is now ranked #5 in direct life insurance and the business team is aiming to become the leader in direct insurance in the US. In 2014, this business won several prestigious awards including:

  • 2014 Direct Marketing Association Marketer of the Year Award -Hearst Magazines and MetLife were jointly selected along with one other individual as recipients of the 2014 Direct Marketing Association Marketer of the Year Award in recognition of a premium co-branded marketing campaign which set an industry gold standard by advancing the science of data-driven, integrated, multichannel marketing. Ads appeared in Car & Driver, Woman's Day, Popular Mechanics and Good Housekeeping promoting our Accident and Final Expense products.
  • 2014 PIMA marketing methods awards. Silver for customer cross sell and upgrade marketing.
  • Ebix 2014- -The US Direct MetLife Team was awarded the "Ebix 2014 Innovation Award" for creating a new Life Underwriting System.

Job Summary

In cooperation with the MetLife Direct Operations AVP, Director and team, manage the development and operation of a profitable over-the-phone sales channel for customer acquisition, retention, and cross-sell. Support MetLife Direct agency partner call centers in the attainment of key business and efficiency metrics and sales goals, through on-site presence, call monitoring, gap analysis, training, incentives and the development of action plans to address gaps. Additionally work with Vendors and underwriting teams to simplify complex case management processes.

Functional Responsibilities:

  • Under minimal supervision, responsible for overseeing complex and/or high profile relationships with external call centers
  • Develop and maintain weekly site results reports, including key metrics, stack ranking of agents and site comparisons. Deliver findings at a weekly call center operations review call and work with call centers to create and track initiatives to improve key metrics.
  • Work with underwriting team and call centers to simplify case management processes and reduce customer application cycle times
  • Lead effort to identify cost savings from business processes and negotiate vendor rates that reduce unit costs
  • Share best practices across call center sites to increase overall performance of MetLife Direct Performs other duties as assigned or required
  • Oversees the fulfillment of call center contracts and service level agreements.
  • Oversees the work of call centers across a large segment of a business organization.
  • Acts as the internal contact for receiving and resolving issues and concerns related to assigned high profile call center
  • Develops and implements process improvement solutions related to call center processes and works with operating areas to implement.
  • Ensures call center service level agreements are being met and that call center performance aligns with strategic goals and priorities.
  • Assesses outsourcing opportunities and assists in the creation of the strategy and execution of outsourced work.
  • Partner with the MetLife Direct Capacity Manager to manage leads to agent capacity to maximize yield and marketing cost ratios
  • Sets and achieves sales targets as well as maintain a balance of driver results that result in on plan/budget telemarketing expenses.
  • Design and implement an ongoing communication process between call center partners and MetLife Direct teams (i.e. Marketing, CRM and Customer Service), in order to prepare sites/agents for new marketing/sales initiatives, call volume and sales expectations.
  • Responsible for development, project management and launching of new "pilot' programs at call center sites
  • Partner with the MetLife Direct Compliance team through call listening and call quality reviews, managing partner scorecard results, and address negative trends through training
  • Responsible for call center Net Promoter Scores on customer satisfaction and work with the Customer Segmentation team to address any negative trends
  • Work with MetLife Direct L & D teams to create and deliver ongoing sales development training modules, based on key metrics, monitoring observations and site leadership input, in order to improve agent sales skills and sales results.
  • Support the MetLife Direct Project management team in the creation and implementation of key MetLife Direct Sales Call Center initiatives.
  • Understand the competitive landscape at agency partner to understand how MetLife compares to other carriers and how share of sales can be increased
  • Be onsite to promote MetLife and educate agents why MetLife is the better choice for their clients
  • Develops incentives to promote brand loyalty with agents and increase share of sales.

Job Requirements:

Required Experience:

  • 3+ years sales experience
  • 2+ years sales operational design experience
  • 5+ years call center sales experience

Key Competencies, Qualifications and Skills, Preferred:

  • Posses strong interpersonal skills, an understanding of the sales process, and effective experience in telephone sales
  • Highly motivated, goal-oriented, collaborative, strong communicator, team player, and client-focused.
  • Strong verbal/presentation skills
  • Ability to project manage multiple simultaneous projects, of varying sizes
  • Knowledge of metrics and analytics a plus
  • Prior call center management experience is a plus
  • Sales leadership experience is a plus
  • Bachelors Degree
  • Project management experience
  • Proficient in Microsoft Excel, Word and Power Point

Business Category

Americas Region

Job Category

Customer Service

Salary Grade

30

Number of Openings

2

Zip Code:

28261
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