Manager - Business Procedures - Insurance Sales Jobs at ...

Job Summary: Oversees staff responsible for defining, executing and managing all activities, processes and training related to the day to day operations for group and retail core online capabilities and features supported by eBusiness.

Functional Responsibilities: This role is responsible for the daily end-to-end management of eBusiness operations supporting group and retail customers/users and includes people management of a team of 4-5 associates.

Responsibilities may be scaled over time to support operations for additional online sites under Global Brand Marketing and Communications. The Manager is responsible for leading the delivery and maintenance of customer/user education, internal and external training and service processes.

The role includes the responsibility for establishing Service Management standards, the delivery of best practices for processes, tools designed to support the full lifecycle of service management and utilize the integrated MetLife/Vendor delivery model. All methods and procedures are either developed in conjunction with, or validated by all constituencies.

This role is responsible for partnering with various internal teams across the organization (eBusiness, CSSG, Service, GOSC, National Accounts, Product, etc). in support of online customers, related processes and procedures.? Performs other duties as assigned or required.

Supervisory Responsibilities: Full people management responsibility, including hiring, firing, promotions, performance and compensation management, & training & development.

Job Requirements

Typical Experience:

• Previously developed and provided leadership, training, and mentor-ship for eBusiness capabilities and features as a part of release roll-out.
• Development and management of Standard Operation Procedures (SOP?s) to ensure consistent responses within RFPs related to eBusiness; accountability for ensuring no-fail delivery of capabilities committed to during the sales process
• Demonstrated experience with varied delivery methods for education and training as it relates to eBusiness capabilities, experience using customer service support technologies
• Ability to implement process improvements in service management to realize efficiencies
• Work with eBusiness IT and eBusiness Group and Retail Platform teams to coordinate and communicate release schedules and deliverables.

Qualifications:

• Min. 5 years of recent people management experience.
• Min. 5 years experience within an internal shared service requiring building and maintaining effective working relationships with partners across various functional areas.
• Min.5 years experience in various aspects of service delivery processes and leading practices.
• Demonstrated ability to manage a staff focused on all aspects of service management and lead the development and consistent adherence to clearly defined SOP?s.
• Prior experience in managing and continually improving the customer experience and driving operational efficiency.
• 4 years experience in direct responsibility for a dynamic service delivery portfolio, with a minimum of at 50 large and small scale annual deployments, including communication, planning and resource management
• Experience in direct management and accountability of eBusiness services to different audiences.
• Experience in service management/delivery of distributed computing service level agreements a plus.

Education Required Bachelors Degree Preferred Business Category

Global Brand, Marketing & Communications - eBusiness

Equal Employment Opportunity MetLife is proud to be an equal opportunity/affirmative action employer.? We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. How To Apply For immediate consideration, click on the Apply Now button below.? You will be directed to complete an on-line profile which may take 15 ? 20 minutes to complete.? Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.
Requisition #: 70280

Source: http://jobs.insurancesalesweb.com/c/job.cfm?site_id=1636&jb=10711172

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