SVP Retirement Income Solutions & MetLife Holdings Service and Operations Job at MetLife
Position: Head of Retirement Income Solutions and MetLife Holdings Service & Operations
Department:
The Global Customer Service and Operations organization is a part of Global Technology & Operations and is responsible for delivering a differentiated customer care experience through interactions grounded in trust and empathy, reinforced by a continuous improvement mindset and operational excellence. Whether our teams are answering customer calls, processing claims or supporting critical operational work, they are doing so in care of our customer. We live MetLife’s purpose every day, Always with you, Building a More Confident Future.
When you join the Global Customer Service and Operations Team at MetLife, you’re joining a team that’s driving transformational change in an industry we’ve long defined. We achieve this through starting each workday with a singular, united purpose: to care for our customers and each other. We hire smart, collaborative people who understand that when we’re kind to each other and empathize with coworkers and customers alike, we make a lasting impact. We embrace inclusion, actively listen and ensure everyone has what they need to succeed. This allows us to think bigger, innovate faster and win together.
The Role:
This dynamic leadership role enables the Retirement Income Solutions (RIS) and MetLife Holdings (MLH) businesses by supporting customer interactions across a diverse product portfolio. The leader who thrives in this role is a change agent and catalyst for transformation, with the ability to evolve and simplify our processes to deliver high-tech customer experiences.
Reporting directly to the Head of Global Customer Service & Operations, this role manages the complexity of supporting two lines of business, U.S. RIS and the MLH, leading call center and operations teams of over 900 FTE. The positions supports multiple products within each line of business include retail annuities, retail life, long term care, and pension administration. This role is accountable for large and complex vendor relationships in a rapidly changing environment. Additionally, this position leads a diverse portfolio of responsibility to include print and digital operations, sales compensation administration, EDM, customer complaints and WebTech.
Operating in close partnership with the Head of the U.S. RIS and MLH businesses, this leader is focused on the delivery of a differentiated customer experience for RIS, Long term Care, and Retail Annuity and Life customers. This role will inspire teams to deliver high level productivity, transform service experience and efficiency while maintaining a disciplined focus on expense.
In addition to leading the day-to-day delivery of the team, this position also plays a key role leading the transformation of our processes that puts the customer at the center of all that we do, leveraging technology and data to deliver high-tech customer care.
The Business:
RIS is a leader across eight distinct businesses in the retirement and income solutions market. The RIS portfolio of solutions covers a wide range of products and services uniquely designed to meet the retirement and benefit funding needs of institutional clients, and their employees and retirees. With decades of market experience that delivered sales of almost $40 billion in 2022 and has grown the business book to $270 billion, RIS is a positive force in the industry and a major earnings driver for MetLife, accounting for over 25% of MetLife’s global profits. Working in a collaborative and purpose-driven way, we focus on meeting the needs of our key constituencies: our customers (including over 1 million pensioners), our employees, the local communities we serve, and MetLife’s shareholders.
MLH is the financial reporting segment for the company’s legacy closed block of business. With earnings over $1 billion, MLH is a major component of the enterprise, focusing on continuous improvements to our customer care and initiatives to deliver extraordinary value to all stakeholders. It consists of ~5 million policies across retail products including Traditional and Variable Life insurance, Fixed and Variable Annuities (including Group annuities) and Long Term Care insurance.
Key Responsibilities:
Enable the Business
- Create an aligned partnership with the Head of RIS and the leadership of MLH to enable the business strategy
- Use thought leadership and industry expertise to ensure workforce planning and resources are allocated appropriately to achieve key client facing metrics including tNPS, CSAT, FCR, call abandon rate, performance guarantees and SLAs
- Cultivate a strong and diverse network with key stakeholders, customers, brokers and industry contacts
- Manage large scale vendor relationships to drive key business outcomes and aligned OKR’s within each line of business
- Lead the execution of major transformational projects and initiatives with the aim to deliver an intuitive and simplified end-to-end customer experience that differentiates the business
- Evolve our ways of working to help drive operational agility and resilience
- Benchmark, review, evaluate, approve, implement, train and reorganize staff and workflow to improve work processes, to reduce expenses, and to address ongoing quality efforts
- Monitor, evaluate and sponsor the enhancement of systems, in partnership and coordination with IT
Manage Operational Risk
- Create a team culture focused on proactive operational risk and regulatory compliance
- Lead with an operational rigor and a clear cadence for proactive self-identified risk and audit items
- Vendor risk management
- Ensure that appropriate financial and operational controls and authorizations are in place and accounting standards meet legal requirements
Operational & Financial Performance
- Develop the RIS and MLH Service & Operations strategy and corresponding business plans, budgets, and initiatives and ensure they are realistic, attainable and innovative
- Use internal data and analysis to drive sound business decisions and translate to an executive story/narrative
- Energize and develop the service and operations teams to achieve a high degree of productivity and provide differentiated service to internal and external customers
- Develop well established management routines and clear, consistent expectations to meet business priorities
- Maintain an external market perspective and have proactive plans in place to respond to changing conditions including staffing and business continuity
- Ensure that top and bottom line objectives are supported
- Maintain expense ratios within budget. Report on operating expense variances
- Prepare business progress updates and monthly and quarterly reports including narratives
Invest in our People
- Build a contemporary culture that extends not only to our customers but to our teams through regular coaching, career conversations and opportunities to grow their skills
- Champion diversity, inclusion and belonging by fostering an environment where everyone is valued, heard and can speak up
- Inspire and influence commitment to achieve business objectives through clear and consistent communication of the organization’s vision
- Role model and apply the key skills required of a service and operations leader – commercial mindset, change agent, critical thinking, customer journey mindset, energizing and developing our people, and organizational agility
Key Relationships:
- Reports to: Head of Global Customer Service & Operations
- Key Partnerships: RIS and MLH Leadership Teams
- Direct Reports: 8
Candidate Qualifications:
- 10 years of related experience, preferably within insurance or financial services, leading large distributed teams
- FINRA licenses 6 and 26 required
- Influence & direct leadership; executive credibility and track record of motivating people to achieve results through periods of change
- Intellectual agility; big picture + detail orientation; strategic & analytical
- Strong use of data and analysis to drive business decisions
- Exercises candor and transparency to build trusted partnerships across the organization
- Ability to operate in a complex and matrixed environment
- Excellent interpersonal, verbal/written communication skills and presentation skills
- Strong quantitative and critical thinking skills
- Demonstrated ability to develop and successfully execute programs to motivate staff
- Ability to influence and communicate the organizations direction and ensure results are achieved
- Preferred: leading distributed teams and process redesign experience leveraging technology and data
Leadership Competencies:
- Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
- Motivates People – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
- Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
- Models our Values – Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions.
- Focuses on Customers – Promotes customer centricity and ensures focus on creating differentiating customer experiences to achieve competitive advantage.
- Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.
MetLife:
MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”
MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.
We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.
MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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. MetLife maintains a drug-free workplace.
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