Technology Liaison

Location:

Goals and Responsibilities

Position: Technology Liaison, Platform Management - Voice Channel

Role Value Proposition: The Technology Liaison role will play a key function in driving technical definitions and developing plans to structurally transform while supporting the end customer experience. Working with internal and external stakeholders, this role will also support achieving productivity and performance objectives. Finally, the role will ensure that requirements set forth by the lines of business are achieved and new platform enhancements meet expectations.

Responsibilities:

• Support GCS Call Center servicing platform enhancements utilized by CSRs, Advisors, Customers, and Consumers across all lines of business.
• Identifies key platform and online system process improvement opportunities.
• Serves in liaison roles between product areas, User Experience, and IT application development resources, fostering and maintaining relationships with partners across the organization.
• Manages initiatives focused on customer adoption, utilization, cost reduction, and revenue generation.

Operating Goals:

In support of the products owner and the system(s) assigned:

• Supervise and oversee all aspects of small enhancements including User Acceptance Testing for all Product changes and enhancements
• Serve as the liaison between the business and the IT area, translating business needs into application software requirements
• Assist with work plans, project estimates, resource plans, and status reports.
• Provide updates to business leadership regarding status of enhancement delivery and adoption.
• Determine specific business application software requirements to address business needs and analyses and designs solutions.
• Manage critical relationships with IT, consultants and vendors, internal end users, and business customers/leadership
• Provide information and data analytics to the end users to help resolve problems regarding assigned system(s) or solution(s)
• Perform other duties as assigned or required

Essential Business Experience and Technical Skills

Required:

• Working knowledge of supported business functions, workflow, systems, and transactions, 3-4 years of related work experience
• Familiar with system design processes, methodologies, and testing tools
• Proficient in Microsoft Office Suite with experience in SharePoint, Project, and Visio is a plus
• Ability to multi-task in a fast paced environment
• Ability to develop and maintain relationships
• Excellent written and oral communication skills

Preferred:

• Bachelor's degree in business, marketing, computer science, or related field
• Deep understanding of IVR's including natural language applications and one or more additional application within the Voice Platform portfolio which includes: Telephony, Computer Telephony Integration (CTI), Call Recording, Agent Conversational Guidance and other technologies as they become available

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.

The role is eligible for incentive compensation under the sales incentive plan for your position. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.

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.