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IT Relationship Manager

4 months ago

New York, United States MetLife Full time

Role Value Proposition:

US Business Group National Accounts continues to see increased requests on IT assessments, audits, and security testing requirements, the majority of the work falls on the account team (primarily the Client Service Consultants) to manage all of the internal partners to respond to questions, provide support for calls and work with our third-party vendors to ensure we meet the requirements of these requests.

In addition, the CSDs (Customer support desk) typically must get involved to push partners to respond and at times, this role needs to be the one involved to get the right support. The task is to establish a project relationship role on the RRI team to manage the end-to-end on these projects, this will allow us to document where answers can be obtained, and the partner contacts we need to involve and streamline the process for future requests.

Key Responsibilities:

  • This role is responsible for interfacing with those groups within the company that support our Group National Accounts customers and would have exposure directly with our customers and some internal teams:

  • Manage business-ready or customer-ready communications by establishing a process, maintaining frequent touchpoints, and aligning multiple inputs across functions.

  • Field critical incident escalations to drive closure and improve communications with key business partners or customers.

  • Build & maintain strong partnerships with MetLife teams, top TPAs, and white glove customers.

  • Support for new and ongoing customer audits with heavy interfacing with both the National Accounts CSC team, the customer, and internal GTO servicing groups.

  • GTO Service Level Management (Business & IT):

  • Annual Enrollment Program Leadership

  • Improve GTO performance levels through collective and consistent review of services.

  • Establish, monitor, and address GTO-wide KPIs including technology, call center, operations, WebTech, etc.

  • Coordinate the use of tools, subject matter experts, and processes to ensure accurate and current RFP responses.

  • Coordinate IT responses to requested guarantees and provide measurements for Standard IT guarantees.

  • Manage portfolio of emerging, priority projects

Essential Business Experience and Technical Skills:

Required:

  • Bachelor’s degree in engineering, Business, or relevant field with a solid understanding of performance or operational excellence concepts; master's degree in business administration is a plus.

  • 6-8+ years of progressive professional experience; experience leading complex programs across multiple organizations.

  • Proficient with office tools (MS Office suite of applications, email, Internet, etc.)

  • Demonstrated ability to meet deliverables, honor commitments, and "can do" attitude in a challenging but exciting environment.

  • Highly effective communication standards through oral, written, and presentation mediums.

  • Communication capability

  • Possess strong written skills and an ability to write, deliver, and evaluate communication plans for specific audiences and outcomes.

  • Time Management

  • Ability to manage one's own time and that of others and meet deadlines.

  • Handle complex situations and multiple responsibilities simultaneously, mixing long-term projects with the urgency of immediate demands.

  • Active Listening

  • Giving full attention to what stakeholders are saying and taking time to understand the points.

  • Co-ordination

  • Exceptional coordination skills with a high attention to detail.

  • Proven initiator and team player.

Preferred:

  • MBA or other advanced degree.

  • Experience with Agile Methodology / SAFe or CSM certified.

  • Lean Six Sigma process improvement certification.

  • Experience in the insurance industry and/or a consulting background is highly welcome.

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.