MetLife

 Job Summary: 

This position has overall leadership of the day-to-day operational responsibilities for 60-80 ADA Claim Specialists 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.   The Operations Manager is the owner of the customer from an operational lens and responsible for their team’s execution of our processes and metrics across ADA and other department leaves. The Operations Manager ensures that team has the knowledge, skills, and tools to be successful and provides support as appropriate. 

The Operational Manager is also responsible for identifying opportunities for improvement in ways we deliver service to our customers and driving initiatives to enact meaningful change when necessary. 

Functional Responsibilities:

• Clearly articulate the vision of success, how each role, and individual contributes to that vision, and the specific expectations for each role and individual
• Provides strong leadership and direction to multiple teams who specialize in Disability & Absence management. 
• Supports and guides assigned team member to ensure that they have the knowledge and skills, tools, and resources to be successful in achieving those expectations
• Removes barriers to the success of the team or the individual
• Identifies barriers and escalates to senior leaders in the organization as appropriate along with recommended solutions
• Holds team accountable and provides positive reinforcement to team members that is directly linked to their behaviors and performance objectives
• Intervenes as required to address acute gaps in performance, either of individuals on the team, or the team as a whole
• Interacts effectively with internal and external customers, to understand and service their needs while addressing service issues swiftly 
• Facilitates daily team huddles and access Demand/Capacity including managing department’s daily inventory
• Analyzes data and implements strategies to address root causes of the gaps and monitor strategies
• Identifies and implements strategies to enhance claim management and customer centricity effectiveness and efficiency of their teams
• Accountable for talent development, including selection, retention, performance management, and resource development responsibilities.
• Develops a high performing and motivated staff.
• Establishes and maintains a supportive learning environment by ensuring continuous development, training, and growth of specialists.
• Is actively involved in setting objectives, creating plans, assigning work, addressing team performance issues.
• Effectively manages and communicates change and creates a culture where change is embraced and impact of change is aligned with the business priorities. 
• Creates an organizational environment where feedback is valued, and is a role model for providing and receiving feedback. 
• Provides future vision of success and related requirements for ongoing process improvement. 
• Champions new process technology initiatives impacting the 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: 

• Full people management responsibilities, including hiring, firing, promotions, performance and compensation management, training and development.   

Job Requirements/Qualifications:

• 3+ years claims experience 
• High school diploma or GED. 

Key Competencies, Qualifications and Skills, Preferred:

• Bachelor's degree preferred. 
• 3+ years of experience in leadership position/people management 
• ADA and Absence Management Knowledge
• Prior success in putting customers first while inhibiting motivational leadership throughout the organization. 
• Must have demonstrated leadership skills that reflect experiences as a change agent and innovator that drives to meaningful change in the operations of the organization, in the areas of operational effectiveness and productivity. 
• Significant experience with claim processes and technology to effectively support the various claim management processes and provide the foundation for service and innovative change. 
• Must be able to communicate clearly and effectively, both written and verbal. 
• Strong presentation skills required. 
• Influence, negotiation and conflict resolution skills needed. 
• Possess the ability to work in a matrix environment. 
• Proven ability to manage multiple priorities and possess strong project management skills. 
• Possess excellent analytical, decision making and problem solving skills. 
• Understands the market needs that influence the delivery of excellent Customer Service and can be proactive in modifying MetLife’s operational delivery to support customer value and operational efficiency. 
• Proven ability to manage multiple priorities and processes. 
• Ability to identify and create areas where processes and technology can meet to improve productivity and service. 
•  Self-motivated with ability to work in a matrix organization to drive results through partnership.