MetLife

On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

This position has overall leadership of the day-to-day operational responsibilities for 60-80 Short Term Disability and FML Claim Specialist and direct management of 4-6 Unit Managers that support our Group Insurance Customers.  Responsibilities include planning, implementing and overseeing all claim and customer activities while ensuring the highest quality and service is delivered on every claim.

• Accountable for the day-to-day execution and attainment of all operational metrics and plans (e.g., quality, service, production), and able to drive results and accountability across all levels of the team.
• Builds and manages effective partnerships with both internal and external customers and appropriately integrates customer needs with the strategic direction of the organization.
• Fosters an environment that supports effective teamwork and cross-functional cooperation.
• Effectively manages and communicates change and creates a culture where change is embraced and aligned with business priorities.
• Creates an organizational environment where feedback is valued and serves as a role model for providing and receiving feedback.
• Provides a future vision of success and related requirements for ongoing process improvement.
• Champions new process and technology initiatives impacting the claim teams and creates an environment for successful implementation.
• Provides leadership on major initiatives and uses leadership role and knowledge to affect the work and direction of the claim organization.
• Performs other related duties as assigned or required.
• Supervisory responsibilities include full people management, including hiring, firing, promotions, performance and compensation management, training, and development.

• 5+ years of claims experience
• 3+ years of experience in a leadership position/people management role
• High school diploma or GED

• Bachelor’s degree preferred
• STD, LTD, clinical, and industry knowledge
• Prior success in putting customers first while exhibiting motivational leadership throughout the organization
• Demonstrated leadership skills that reflect experience as a change agent and innovator, driving meaningful change in operational effectiveness and productivity
• Claims management experience, including knowledge of other Employee Benefit Programs (e.g., Workers’ Compensation, Life Insurance) and relative Federal and State laws
• Significant experience with claim processes and technology to support claim management processes and provide the foundation for service and innovative change
• Ability to communicate clearly and effectively, both written and verbal
• Strong presentation skills
• Influence, negotiation, and conflict resolution skills
• Ability to work in a matrix environment
• Proven ability to manage multiple priorities and possess strong project management skills
• Excellent analytical, decision-making, and problem-solving skills
• Understands market needs that influence the delivery of excellent customer service and can proactively modify operational delivery to support customer value and operational efficiency
• Proven ability to manage multiple priorities and processes
• Ability to identify and create opportunities where processes and technology can meet to improve productivity and service
• Self-motivated with the ability to work in a matrix organization to drive results through partnership

The expected salary range for this position is $84,800 - $142,900. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.