MetLife

We are experts and recognized worldwide as leaders in insurance. We have more than 150 years of experience delivering the best in life insurance, annuities, and benefit programs to more than 90 million clients, in 50 countries around the world. In México, we are the #1 People Insurance Company in the Country, with more than 10 million clients.

Director, Operational Efficiency & Claims - Mexico

Role Summary

The Director will report to the VP of Customer Service and Operations Mexico. This role is responsible for the administrative and control tasks of the Mexico Claims organization. The Director will be a leader in the industry representing MetLife in the Mexican marketplace.  Will be responsible for establishing the vision and direction for process efficiency, quality assurance, continuous improvement, and innovation programs within operations to improve performance and execution.  Works closely with other Directors, AVP's and Functional Leaders to improve operational efficiency, service quality by leveraging best practices and lean methodologies.  Will own medical network management, claims payment processing, billing, accounting and tax control, and salesforce payment processing.  

We are a team passionate about keeping the MetLife environment safe, in a friendly environment of collaboration and where we take care of each other. With peaks of work under pressure, according to the project cycle.

If you want to…

Build Tomorrow: MetLife’s purpose – always with you, building a more confident future – represents our north star and underpins our Next Horizon strategy.

Win together: Success Principles are key to bringing MetLife’s purpose to life. The three principles – Build Tomorrow, Win Together, Own It – help assess how we think about the future, address how we collaborate and empower each other, and deliver for our customers through execution.

Own it: Our culture – including how we assess performance and recognize employees – is an enabler of our strategy and is how we hold each other accountable through consistent global behaviors.

 KEY RESPONSIBILITIES

• Oversee relationships with medical networks to ensure the availability and quality of services offered to policyholders
• Oversee claims payment process to improve the service provided to policyholders
• Oversee sales force compensation management to ensure that incentives are paid based on the defined rules
• Oversee accounting and tax control macro-process complies with accounting standards and applicable regulations
• Oversee billing process execution to be in adherence with SLAs established with Individual and Group
• Oversee Quality Assurance program execution
• Partner with AVPs, Directors of Operations, and cross-functional teams to identify opportunities for improvement along different processes of the function, streamline operations, and ensure the highest standards of service delivery
• Foster a culture of continuous improvement, quality service delivery, operational compliance and collaboration throughout the VP
• Co-create the training strategy for cross-functional teams that facilitates the adoption of optimized processes, adherence to standard operating policies and procedures, in order to improve quality of services delivered to internal and external clients, as well as to ensure compliance with regulatory requirements

CANDIDATE QUALIFICATIONS:

• 10+ years’ experience successfully building and managing high-performing teams.
•  Experience working in Customer Service and Operations.
•  Experience working in the insurance claims industry.
•  Have a track record of building mechanisms to improve training, collaboration and career growth.
•  Ability to effectively communicate within team and cross-functionally across stakeholders.
•  Able to present effectively to the most senior leaders of an organization.
•  Stakeholder relationship management.
•  Expertise in one or more of the following areas: (Medical Network, Key Account Management, Claims Reserves and Claims Payments).
• Coordinate and follow up on NFRAs, SOX controls and SIIs.

At MetLife we are committed to fostering diversity among employees, through non-discriminatory treatment based on race, gender expression/identity, sexual orientation, religion, age, nationality, marital status, disabilities, physical or economic condition, HIV and pregnancy testing are not done as a requirement for entry, permanence or promotion and there are equal job opportunities.