Bill Pappas of MetLife on the Power of Joining Technology and Operations

March 21, 2022

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About the Guest

Bill Pappas

Executive Vice President & Head of Global Technology and Operations of MetLife

Bill is the Executive Vice President and as Head of Technology and Operations at the company, a role he had held for roughly two and a half years now. MetLife is a 154-year-old company that generates roughly $70 billion in annual revenue. When Bill joined the organization, he recognized there was a need to modernize some of the practices at the organization and I look forward to talking to him about the methods that he used through this conversation. Prior to his role at MetLife, he spent 14 years at Bank of America, the last four of which he was the head of global operations.

Episode Overview

647: Bill discusses the expansion of the technology leader’s role and its growing impact on the company’s interactions with customers. Bill begins with what his joint responsibility consists of and the power it holds under one executive’s responsibilities. He explains how people are the most important asset of a company and MetLife’s investments in talent to retain its skilled workforce. Finally, Bill gives his perspective on being cognizant of customer experiences outside his industry to ensure he is providing the best service to his customers and the company’s natural coopetition with InsurTech companies in the space.

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