Vp Hr, Global Customer Service & Operations

The Global Customer Service and Operations (GCSO) team at MetLife is the face and voice of MetLife to our customers, playing a crucial role in shaping the overall customer experience. The GCSO organization focuses on delivering exceptional care, emphasizing trust and empathy in every interaction. With a commitment to continuous improvement and operational excellence, GCS combines high-tech solutions with personalized service, driving transformative change within the industry.

The Opportunity:

The Vice-President of Human Resources for Global Customer Service & Operations at MetLife supports the EVP Global Customer Service & Operations and the full suite of senior services and operations leaders who report to them: VP Strategic Program Delivery, VP Service and Operations EMEA, VP Operations South America, SVP Group Service & Operations, VP Operations Mexico, SVP RIS and MLH Customer Service & Operations, SVP Service & Operations Asia, and VP Strategy & Planning.

Managing a team of three direct reports, in support of the function, which is over 10,000 FTEs strong across the globe, he/she will provide HR leadership, strategic consulting and guidance to this global, senior management team. This position partners with the Global Service and Operations senior leadership team, engaging on matters related to industry dynamics, the geographic movement of work, change management, operating model and organizational design/ development and plays a leading role in the delivery of all change affecting employees. In addition, this role will broker services from MetLife’s HR Centers of Expertise to deliver in the areas of HR data analytics, compensation, learning and development, talent management and acquisition, diversity & inclusion, and global mobility in support of business goals.

How You’ll Help Us Build a Confident Future (Key Responsibilities):

• Serve as Senior HR Business Partner in all staff meetings.
• Provide senior level partnership, advice, consultation, and intelligence regarding organizational effectiveness to the business leaders.
• Understand the financial, technological, economic, geopolitical, and talent drivers of the business to effectively help develop and implement a global human capital plan that supports the organizational strategy, key strategic & operational initiatives, and achievement of overall business objectives.
• Analyze and present key metrics to address business results, goals and objectives and make recommendations to drive targeted action plans to address areas of opportunity.
• Ensure policies, procedures and practices are implemented (defined and developed where appropriate) consistently and efficiently across the organization and that the organization is fully compliant with all aspects of the laws pertaining to employment in the workplace.
• Keep management and employees informed of MetLife’s HR policies and administrative practices, and of proposed changes that will affect their operational effectiveness; devise and develop effective communication between and among management and employees on all policy changes.
• Collaborate with HR partners and COEs across MetLife and Global Technology & Operations to execute the enterprise strategy, participate on cross-functional initiatives/projects/programs, expand network, and sphere of influence, and manage business as usual (BAU) matters.
• Partner with the business to provide thought leadership and consultation on organizational health strategy, action plans, and implementation to enhance employee engagement and productivity.
• Partner with respective Global IT leadership teams to strengthen the leadership pipeline and succession planning efforts through coaching, counseling, and L&D efforts.
• Leverage HR COEs to deliver full suite of HR capabilities and resources that support the achievement of business and enterprise goals.
• Coach and develop direct reports to enhance and improve professional effectiveness through capability development including consultation, collaboration, change management, and strategic coordination.

What You Need to Succeed (Required Qualifications):

• 15+ years of professional HR experience with a global function in a matrixed environment.
• 10+ years of working globally and familiarity with cultures outside of the US and non-US labor practices.
• Experience moving work from one geographic location to another, within and/or outside the US.
• Accomplished change management leader, able to operate effectively in a highly matrixed environment and to exhibit the necessary gravitas in senior staff meetings.
• Ability to build and maintain relationships with senior management and HR leadership team members globally to broker services for clients and to participate positively and actively in the HR global network.
• Strong people management/development skills and experience with the ability to coach and train.
• Strong problem-solving skills in support of senior management in working through a path to the delivery of goals & initiatives as it relates to people.
• Strong quantitative measurement, budgeting, and management reporting and analytical skills
• Undergraduate degree required, MBA or other advanced degree preferred.