AVP, Absence & Disability Claims

Description and Requirements
AVP, Absence & Disability Claims
Location: Virtual
Department: The US Operations and Service organization has been designed to strengthen MetLife's foundation as a global company. Aligned as a leadership team, the US Claims and Service organization focuses on delivering a differentiated customer experience, simplifying how the company operates and leveraging its scale.
The Role : The AVP of AMS/STD plays a key role on the US Service & Operations Leadership Team. This position is a unique position as it will lead the establishment and management of a dedicated claims teams supporting a very large National Account client. This role requires strategic vision, operational leadership, and deep expertise in short term disability and absence management. This position will be responsible for designing team structures, optimizing workflows, ensuring regulatory compliance and delivering exceptional client service. In the near term, this role will also serve as the operational project leader for this project.
Once this team is established, this position will be responsible for oversight and management of functions that are internal and external facing services for core Disability and Leave operations with Claims processing, all claims 3rd party global vendors, offshore locations, procurement, product relationship, and GOSC management for this particular client. This role is also responsible for measuring our customer NPS scores and the client facing advocate teams.
The position has overall accountability for the day-to-day management of our Disability, Absence, and ADA product claims operations which encompasses claim processing components of over 80k leaves/year and expense/budget management of approximately $10M annually.
Disability& Absence have a significant operational relationship with our service partners and is externally facing to our group customers and broker firms. This leadership position will have direct engagement with our customers and brokers and play a critical role in their representation and management of their teams on our market position, winning new sales, and retention of existing customers through their oversight and resolution of customer escalations and satisfaction efforts.
Key Relationships:
Reports to: VP, AMS/STD Claim Operations
Direct reports/team: 5/~125
Key Stakeholders: US Operations Leaders, Disability Service Leaders, USB Leaders, Vendors
Key Responsibilities:

• Developing claims processing strategies for new client
• Hiring, onboarding, and ensuring processes in place in preparation for new client
• Driving operational efficiency to meet and exceed client expectations
• Leads strategic planning and execution of standardized sourcing strategy for the client across sites, products
• Lead responsibility for developing and executing strategic and operational plans aimed at achieving both growth and profitability targets across STD/AMS
• Effectively manage internal and external partner relationships including service and sales operations
• Leads claim sourcing strategy, NPS and advocate decisions, strategy and GOSC relationship for their customer
• As a member of the leadership team, build relationships across all key stakeholders to ensure partnership and collaboration in driving strategy, execution, and sustainable growth
• Liaise with leaders inside and outside of the business to ensure capability alignment with strategies and objectives
• Gather intelligence on internal and external claims best practices and ensure compliance regulation
• Collaborate with peers to establish and rollout consistent claims standards: policies, procedures and tools including defining technical rules for claims operations
• Accountable for appropriate claims metrics, KPIs and dashboards (i.e., inventory, quality, and staffing)
• Define US performance standards and regularly monitor performance and risks/issues resolution plans
• Define talent requirements including skills, training, and certifications
• Participate in claims capability leader recruitment and assessment, support capability and capacity planning within claims operations

Candidate Qualifications:
Essential Business Experience and Technical Skills:

• Accomplished and highly capable insurance professional with 12+ years of experience in a senior management operations role with a consistent record of delivering superior results, in the group insurance/employee benefits business
• Must have demonstrated leadership skills that reflect experiences building a foundation for innovative change and establishing next generation claims servicing platforms, teams and processes, a significant change agent and innovator in claims operations.
• End to end knowledge of Disability and Absence claims
• Proven claims leadership experience in a complex, multi-channel claims structure to retain best in class industry results
• Proven ability to maintain and develop relationships with key customers and intermediaries.
• Must be able to communicate clearly and effectively, both written and verbal; exceptional presentation skills required.
• Strong influence, negotiation and conflict resolution skills needed.
• Possess the ability to work in a matrix environment and manage multiple priorities and processes.
• 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 claims delivery to support customer value and operational efficiency.
• Possess a metric-driven focus combined with strong strategy development and execution skills
• A strong team builder dedicated to developing talent who understands that success is dependent upon the performance of the team and not individual team members. Able to create strong morale within the team and is committed to developing talented people to create a world class claims resolution operations
• High degree of business and financial acumen including budget management
• Undergraduate degree required, MBA or other advanced degree preferred.

MetLife Success Principles

• 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.

MetLife:
MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world. Visit us at www.metlife.com to learn more about our brand, history, and values.
We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected] or call our Employee Relations Department at 1-877-843-3711.
MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
MetLife maintains a drug-free workplace.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.