AVP Self-Service Strategy

Summary
Provides business leadership for all efforts associated developing self-service strategies across market and process. This position will broadly partner across Institutional Business to define such strategies and align execution. This role is responsible for leading the planning and program management processes for e-Business. This role will work closely with the product, service, sales; channel owners and IT to program manage strategic projects that support the implementation of self-service strategies – such as Self-Service within the small market. Additionally this person will lead the partnership with Sales and other parts of Service to integrate Self-Service within Account Planning

Responsibilities

*Responsible to partner with Service, Sales, Marketing, Product, Call Centers and IT to define, align and implement self-service strategies across markets and customer service processes to attain operational, customer service and sales goals.
* Leads cross-team project management of critical strategic projects – such as assessment and implementation of comprehensive self-service strategy within small market.
* Accountable for the overall Self-Service planning process and partnering with Sales, Marketing, Product, Call Centers and IT to ensure alignment.
* Owner of the program management function for Self-Service initiatives and responsible for the ongoing monitoring of results to plan.
*Responsible for working collaboratively with key business leaders across MetLife to negotiate key business elements critical to self-service strategies and partners objectives.
* Accountable for the direct linkage of Self-Service strategy to the “Voice of the Customer” by partnering closely with Sales, Market Research and Channel Owners.
* Establishes and manages the client management process for the self-service efforts; including management processes, reporting capabilities, establishing client satisfaction metrics, managing plans for continuous growth of the client base.
* Owns establishment and the ongoing management of client management process for the self-service efforts; including management processes, reporting capabilities, establishing client satisfaction metrics, managing plans for continuous growth of client base.
REQUIREMENTS
Requirements of the Position

* 10+ Years Experience in e-business and IT processes via the web candidates with experience from the Big “4” Consulting or Financial Services
* 3+ Years Managing a team focused on critical strategic projects
* 5-10 Years of experience or knowledge of operational business processes and how to refine and improve them.
* Candidates must have experience designing innovative solutions; experience in technology architecture is a plus.
* Candidates must be able to work in a matrix environment and have strong oral and written communication services.