Hiring: AVP, Customer Service & Transformation Company: MetLife Location: Bridgewater, NJ Job Posted Time: 2026-09-12 12:33:40 Employment Type: Hybrid Target Skills & Keywords : Portfolio Management, Project Management, Risk Management About the job Experience: •10+ years of leadership experience in customer service, client operations, insurance operations, financial services, or a comparable regulated environment. Required Skills: •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. Qualifications: •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 •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. •Demonstrated capacity to identify and create opportunities where processes and technology can converge to improve productivity, service quality, automation and scalability. •Demonstrated capacity 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. •Location Expectation: This is a hybrid role r equiring a minimum of 3 days per week in office. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!