Job Location: Cary, NC
Role Value Proposition:
The Global Customer Solutions (GCS) group provides a consistent service experience for all MetLife customers. In addition to driving an omni-channel customer service experience and transforming our call centers and Digital servicing channels globally.
Global Customer Solutions provides outstanding Sales and Customer Service support for key insurance and protection products within the Americas business, and drives call center transformation and digital servicing channels globally.
As the Learning & Knowledge Manager, you will responsible for the management and delivery of specialized learning programs (FINRA SIE, FINRA Series 6, Risk/Compliance) along with Securities product training. Other duties include the implementation of the Knowledge Management Transformation, Vendor Business Instructor certification/recertification program, as well as usage of reporting and tools that help GCS Learning Transformation meet its goals. This role also serves as a thought leader to best execute Knowledge and L&D strategies for GCS Learning and Knowledge Transformation audiences globally.
Ensure operational excellence through the identification, prioritization, and implementation of projects that meet strategic GCS demands across the globe. Identifies and resolves project interdependencies, overlaps and integration concerns across the enterprise.
Assists with the planning and execution of Knowledge Management and Learning & Development (L&D) initiatives, with the ability to move to tactical implementation of such initiatives.
Manages an integrated team of skilled Instructional Design resources, Business Instructors, and Knowledge Analysts. Assigns individual responsibilities, identifies appropriate resources needed, and develops schedule to ensure timely completion of global Knowledge Management and specialized projects
Analyzes information and makes recommendations/presents results to business, Knowledge and L&D partners/leadership. Translates Knowledge and L&D tool information to meet reporting needs and requirements.
Leads/Provides consultation for Knowledge Management rollout across call centers globally. Under minimal supervision, oversees medium to large projects and/or phases of projects of larger scope to implement new and/or modified processes, procedures, and/or initiatives. Manages critical relationships with consultants and vendors, internal end users, and business customers/leadership.
Provides updates to business leadership regarding project status and the application and implementation of new or revised procedures, processes, and /or initiatives. Provides information and/or training to end users to help resolve inquiries related to assigned processes, procedures, and/or initiatives.
Bachelors Degree in related field or equivalent experience
10+ years of related work experience
Currently possesses a Series 6 and Series 26 license
Deep understanding and thought leadership of Knowledge Management processes, tools and strategy
Knowledge of metrics and project governance methodologies
Self-starter and independent thinker
Ability to identify issues with reporting and work with teams to correct
Strong communication skills, ability to convey information succinctly
Good judgment, flexibility, diplomacy and tact. Exercises discretion/confidentiality
Ability to build relationships and influence complex cross-functional organizations
Advanced degree is preferred
Knowledge of Contact Center environment preferred but not required
Up to 25%
GCS Learning and Knowledge Transformation
Number of Openings
At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers.
MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on 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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