Job Location: Optimal candidates should be virtual but commutable to one of the following MetLife Offices: Oriskany, NY; Bloomfield, CT; Aurora, IL; Tampa, FL; Cary, NC

Open to considering candidates who are fully virtual.

Requirement: In-office 1 day a month for meetings / team building.

Job Summary:

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The LTD Operations Manager is responsible for the oversight of a team of individual contributors including Claim Support Specialists and Lead LTD Claim Specialists as well as other projects required by business needs. In this role, the LTD Operations Manager manages the risk and performance of the assigned team members and to ensure effective execution of all defined performance indicators. The LTD Operations Manager is responsible for the oversight of key business assignments/segmentations as well as ensuring decisional accuracy and timeliness of all claim determinations, development of the assigned team members, customer implementations, and project management and other related duties.

Key Responsibilities:

• Effectively manage a team of individual contributors to ensure individual, team and LTD organization performance are meeting all key performance indicators and delivering on customer commitments through quality and timely claim determinations including compliance with ERISA and other state and regulatory requirements, accurate application of LTD contract provisions and customer variances
• Responsible for the development of all team members including providing timely, detailed feedback on performance, coaching to address areas of opportunity and performance management as needed
• Participate in customer presentations, new account implementations and special related projects to ensure all service and process expectations are outlined and adhered to in order to meet customer needs and to drive persistency
• Effectively manage customer accounts by responding to inquiries, negotiate, arbitrate and resolve issues and ensure the team is meeting all performance guarantees
• Responsible for all aspects of people management including interviewing/hiring, promotions, performance and compensation management, training and development
• Responsible for working effectively with Unit Leader peers and leadership to ensure that the team and the LTD organization meet performance goals related to claim management, customer service, staff development and any other business critical goals. To quickly identify and solution for the team, customer or LTD organization performance opportunities
• Promptly addresses and resolves escalated customer complaints in a timely and thorough manner and provides coaching as needed to individual team members

Essential Business Experience and Technical Skills:

Required:

• 4+ years of supervisory experience and project management demonstrating strong leadership, coaching skills and planning and organizational skills
• Extensive knowledge of IDI, STD, LTD, group disability, Workers Compensation, ERISA, Social Security and state laws
• Strong analytical and decision-making skills with a focus on producing results
• Excellent customer service skills proven through internal and external customer interactions
• Demonstrated conceptual thinking, risk management, ability to handle complex situations effectively and ability to effectively manage multiple systems and technology resources

Preferred:

• Bachelor’s degree
• 10+ years of LTD/IDI Insurance Claims experience

Business Category

Long Term Disability

Number of Openings

1

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.

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.

We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine’s 2021 list of the “World’s Most Admired Companies.”

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.

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

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.

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