Job Description

Role Overview:

Ensures that the team achieves or exceeds its business objectives in the areas of Claim Management Accuracy, Customer Centricity and Expense Management. Sets clear expectations of performance according to the MetLife vision and holds the team accountable to those expectations. Ensures that the team has the knowledge, skills, and tools to be successful and provides support as appropriate.

Key expectations:

-Clearly articulate the vision of success, how each role, and individual contributes to that vision, and the specific expectations for each role and individual

-Supports and guides assigned team members to ensure that they have the knowledge and skills, tools, and resources to be successful in achieving those expectations

-Remove 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

-Takes accountability for the team they lead and the results it produces for each of the key areas of performance; customer centricity, expense management, claim management accuracy.

-Holds team accountable and provides positive reinforcement to team members that is directly linked to their behaviors and outcomes

-Intervenes as required to address acute gaps in performance, either of individuals on the team, or the team as a whole

-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 team

-Interacts effectively with claimants and internal/external customers, to understand and service their needs while addressing service issues swiftly

-Drives Claim Management Accuracy and Customer Centricity through support of the QQA Program, claim file reviews and call monitoring

-Achieves all Individual and Team outcomes through the management of their team

Key skills:

-Strong verbal and written communication skills. Ability to articulate clearly to diverse audiences with different styles

-Understanding of the broad business context, to include key business indicators, metrics, customer service scores, etc.

-Influencing and motivation skills

-Corporate courage

-Ability to give and receive feedback in a non-judgmental and non-defensive manner

-Comfort with conflict

-Strong knowledge of Short-Term Disability claim practices and processes performed by the individuals they lead

-Critical thinking skills

-Strategic thinking skills

-Strong listening skills

-Ability to partner

Essential Business Experience and Technical Skills:

Required:

• 2+ years of supervisory experience demonstrate strong leadership and coaching skills. Extensive knowledge of STD

• Strong analytical and decision-making skills with a focus on producing results. Creative problem-solving abilities and the ability to think outside the box

• Excellent interpersonal and communication skills in both verbal and written form. Excellent customer service skills proven through internal and external customer interactions

• Demonstrated conceptual thinking, risk management, ability to handle complex situations effectively

• Organizational and time management skills, ability to effectively manage multiple systems and technology resources

Preferred:

• Bachelor's degree

• 7+ years of STD Insurance Claims experience

• knowledge of STD, group disability, Workers Compensation, ERISA, Social Security and state laws

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.

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