AVP, Customer Service & Transformation

Job description

Description and Requirements The Team You Will Join Join MetLife’s Retirement & Income Solutions team and help shape the future of financial security for millions. As the trusted market leader in institutional retirement, you’ll contribute to delivering $5.5 billion in annual benefits payments to almost one million retirees and beneficiaries. Here, you’ll work with annuities, risk solutions, and stable value products that help companies reduce risk and maintain financial strength while empowering individuals to retire with confidence.

Join us to help solve today’s most complex retirement challenges and make a lasting impact on our customers’ lives. The Opportunity We are seeking a customer-focused, technology-forward service leader to help transform the COLI/BOLI client service organization. This role is designed for a leader who understands the discipline of high-quality service delivery and can also envision, design, and implement a modern service framework that enables associates to do their best work while using technology, automation, data, and AI-enabled capabilities to improve customer outcomes and organizational performance.

The successful candidate will lead a complex service and operations function supporting institutional customers, brokers, and internal business partners. This leader will be accountable for strengthening the customer experience, improving operating discipline, reducing manual effort, building scalable processes, and creating a future-ready service model that balances relationship management, associate expertise, risk management, and digital enablement.

Key Responsibilities

Lead the end-to-end client service model for COLI/BOLI customers and intermediaries, ensuring responsive issue resolution, strong relationship management, and disciplined execution. Identify opportunities to modernize service delivery through workflow redesign, automation, digital tools, AI-enabled capabilities, improved knowledge management, and better use of operational data. Enable customer service associates and managers to leverage their product knowledge, judgment, and relationship skills while reducing friction, rework, manual tracking, and avoidable escalations.

Partner across IT, Product, Sales, Legal, Compliance, Actuarial, Finance, Audit, and Operations to translate business priorities into practical service improvements and technology-enabled solutions. Coach, develop, and motivate a high-performing team, building both customer-service excellence and change readiness for a more digitally enabled operating model.

Required Qualifications

10+ years of leadership experience in customer service, client operations, insurance operations, financial services, or a comparable regulated environment. Knowledgeable of Corporate Owned and Bank Owned Life Insurance Market Demonstrated success leading customer-facing or service operations teams with responsibility for service quality, issue resolution, performance management, and stakeholder engagement. Bachelor’s degree or equivalent experience required; advanced degree or relevant certifications in operations, transformation, process improvement, technology, or insurance are preferred.

FINRA Series 6 Registered Rep or within 6 months of start date Experience with large scale AI, intelligent automation or advanced decision making systems.

Preferred Qualifications

Lean Portfolio Management Proven ability to manage multiple priorities and strong project management skills, including PMO governance, milestone tracking, dependency management and escalation of delivery risks. Ability to identify and create opportunities where processes and technology can converge to improve productivity, service quality, automation and scalability. Ability to partner effectively with senior executives across distribution, operations, product, finance, Human Resources and other enabling functions.

Demonstrated ability to attract, coach, mentor and develop talent. #LI-SP1 Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office. The expected salary range for this position is $165000 - $220000 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.