Customer and Solutions Lead (Director)

MetLife; Kuala Lumpur; On-site; MYR 350,000 - 550,000; Full time

Job summary

MetLife Asia seeks a senior leader to own the Asia 360 Solutions Strategy and Roadmap, driving the development, launch, and scaling of 360Health, 360Future, and 360Business across markets. You will shape differentiated propositions, engage distributors, and coordinate with regional teams to deliver customer value.

You will also define the regional digital ecosystem strategy, select external partners, and build capabilities to scale the ecosystem.

Qualifications

• Prior experience in the financial services sector in Japan, Korea, and/or China—local or regional roles.
• Experience developing and scaling digital platforms and ecosystems through internal and external partnerships.
• Ability to think strategically and lead across global, regional, and market teams.

Responsibilities

• Lead the Asia 360 Solutions Strategy and Roadmap to develop, launch, scale, and enhance 360Health, 360Future, and 360Business.
• Lead the Digital Ecosystem Strategy and Execution to collaborate with regional partners and enable delivery across Asia.
• Own Business Impact Measurement and Performance Optimization with governance and stakeholder communication.

Job description

Prior experience in the financial services sector in Japan, Korea, and/or China—either in a local market role or an Asia regional role is a must

Lead the Asia 360 Solutions Strategy and Roadmap

• Establish and manage an integrated Asia roadmap to develop, launch, scale, and continuously enhance 360Health, 360Future, and 360Business solutions and their supporting digital ecosystem.
• Lead the development of differentiated propositions across products, value-added services, and personalized experiences, adapting the portfolio to customer, distributor, and market needs.
• Strengthen customer value propositions through customer, distributor, and market insight, and translate them into scalable go-to-market strategies with regional and local marketing, product, distribution, technology, and operations teams.
• Drive market activation and customer engagement programs that accelerate acquisition, engagement, solution sales, cross-sell, and retention across Asia.
• Provide transparent governance and communication on milestones, dependencies, risks, and critical decisions to global, regional, and market stakeholders.

Lead the Digital Ecosystem Strategy and Execution Roadmap

• Define the regional digital ecosystem strategy and target experience required to deliver the customer value propositions of 360Health, 360Future, and 360Business consistently across Asia.
• Discover, evaluate, select, and manage external regional partners whose products, services, capabilities, and experiences strengthen the 360 Solutions portfolio and enable effective delivery through the digital ecosystem across Asia.
• Identify and mobilize the capabilities needed to scale the ecosystem, including experience design, data and analytics, personalization, platform integration, partner management, and performance optimization.
• Partner with business units and markets to build reusable regional capabilities, accelerate local implementation, and connect digital engagement with distribution and solution fulfillment.

Own Business Impact Measurement and Performance Optimization

• Define the performance framework and targets for the 360 Solutions portfolio and digital ecosystem, linking customer and ecosystem metrics to regional and market business plans.
• Track performance through a regular operating cadence, including customer acquisition and engagement, solution sales and cross-sell, persistency and lapse, customer lifetime value, and ecosystem adoption and usage; conduct root-cause analysis and lead corrective action where performance falls short.
• Build Asia-wide capabilities, governance, and communities of practice to develop, scale, and continuously improve 360 Solutions
• and the digital ecosystem, including fit-for-purpose support for smaller markets.

Preferred Experience:

• Prior experience in the financial services sector in Japan, Korea, and/or China—either in a local market role or an Asia regional role is a must.
• Prior experience developing and scaling digital platforms and ecosystems through internal and external partnerships is highly desirable.
• Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
• Motivates People – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
• Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
• Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
• Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
• Models our Values – Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions.
• Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
• Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.