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Business Procedure Consultant

Company Name:
MetLife
Job Location
Warwick, RI
Job Description
Job Summary:
Be part of one of MetLife's key strategic customer-centric initiatives - the Simplify Customer Correspondence (SCC) program!. Support Sr. Business Practice Lead and growing team of professionals to partner with business across Americas-US Operations to gather, evaluate, and prioritize customer correspondence (documents, forms, etc...) inventories for simplification. Drive improved customer experience, increased correspondence
management
efficiency, and enhanced front-line associate satisfaction in this new, exciting role!
The successful candidate will be skilled in balancing relationship management as well as analytics - comfortably building and fostering trusted business partnerships while driving process discovery and analytics efforts.
Lead the effort to develop and implement new or revised processes, procedures, initiatives. Takes projects from original concept through final implementation, provide a single point of contact for assigned projects. Define project scope and objectives. Develops detailed work plans, schedules, project estimates, resource plans and status reports.
Functional Responsibilities:
Oversees large projects that span across multiple areas, functions, and/or lines of business to implement new and/or modified processes, procedures, and/or initiatives. Conducts complex research and analysis to quantify business opportunities and issues and develops formal recommendations for presentation to management. Oversees complex projects that include various phases and moderately sized project teams. Develops detailed work plans, schedules, project estimates, resource plans, and status reports. Runs project meetings and is responsible for project tracking and analysis. Provides updates to business leadership regarding project status and the application and implementation of new or revised procedures, processes, and/or initiatives. Designs, implements, and monitors the progress of initiatives, milestones, and budgets to ensure timeliness and deliverables are met. Manages critical relationships with consultants and vendors, internal end users, and business customers/leadership. Provides information and/or training to end users to help resolve inquiries related to assigned processes, procedures, and/or initiatives. Performs other duties as assigned or required
Key Responsiblities:
Assist
Train /Coach business partners to deploying practice knowledge to the business. Coach client teams in the collection, measurement, analysis, disposition of correspondence and associated process opportunities.
Professionally handle and protect personal identifying and operational data
Lead preparation and facilitation of work-outsessions with partners, including definition, planning, preparation, execution, results summary
Lead / support voice of business interviews and qualitative analysis
Lead / support definition & execution of key process and simplification metrics & data collection plans and sampling strategy; execute data collection as needed.
Perform data quality / integrity diagnostics; recommend and implement agreed solutions
Manage day to day tasks and lead partner meeting scheduling, status (routine), updates, etc... to ensure project milestones are met and successfully pass through gate reviews
Contributes to ensuring appropriate controls are in place to monitor and maintain results of engagement projects.
Maintain structured and organized documentation of analysis assumptions, strategy, observations risks, recommendations, lessons learned - for all analysis
Capture process documentation, meeting minutes, and key learning - summarizing findings / recommendations in an easily referenced, actionable format
Assist in developing and maintaining practice knowledge (tools, techniques) and codifies it in knowledge management system.
Assist in developing the necessary methods, processes, standards and policies for transferring knowledge to the business.
Contributes to continuous innovation and improvement of practice methodology
Performs other duties as assigned or required
Supervisory Responsibilities: Leads and motivates project team members that are not direct reports that may span multiple functions/LOB's.
Job Requirements
6+ years of related work experience in change management, analytical problem solving, work flows, business functions, with procedures and processes
Working knowledge of key PC software (MS Excel, PowerPoint, Visio, Minitab, SPC-XL, SharePoint, Access and process modeling/simulation).
Key Competencies and Skills Preferred
Exceptional Leadership and Relationship building skills
Strong written and verbal communication skills
Ability to influence and ensure deadlines are met
Self-motivated/starter; able to work independently
Ability to work in a team
Negotiation skills
Proficient in data quality assessment and data cleansing
Proficient in practical and graphical analysis (selection, creation, interpretation)
Respectfully challenges status quo, yet acts without hesitation on a decided direction
"can-do" attitude, enthusiasm
Bachelor's degree in related field or equivalent experience
Business Category
Global Technology & Operations
Job Category
Strategic Planning
Salary Grade
30
Number of Openings
1
Equal Employment Opportunity
MetLife is proud to be an equal opportunity/affirmative action employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. It is the policy of MetLife to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.
How To Apply
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