Description and Requirements
The Team You Will Join
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.
The Opportunity
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 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
• 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
Required Qualifications
- 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 Qualifications
• Bachelor's degree
• 7+ years of STD Insurance Claims experience
• knowledge of STD, group disability, Workers Compensation, ERISA, Social Security and state laws
The expected salary range for this position is $55,600 - $99,300 . 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.
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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
