Director, Product Management - Claims and Member Servicing

Position:  Director, Product Management – Claims and Member Servicing

Job Location:  New York NY (Hybrid) 

The Role:

Regional Market is a growth engine for MetLife and a key growth driver for its Group Benefits business. The Group Operating Platform is a key enabler of achieving this growth objective.

The incumbent will be responsible for all aspects of Product Management for the Claims and Member Servicing modules of the Group Operating Platform. This includes driving the product evolution and roadmap of how Claims are managed via the platform and the end employee experience via digital portals.

The role will work directly with Business Owners, Solution Management, Claims Leaders, US Digital teams, Product Leaders, Product Owners, Scrum Leads and functional partners across Claims, Marketing, and Cross Functional Service organizations to build out all aspects of the Claims modules and Member Servicing portal for the Group Operating Platform and achieve its OKRs.

Key Responsibilities:

• Partner with Business Owners to identify ways to enhance the Claims customer journey and Member Servicing Experience and business outcomes, creating epics and features as a result
• Partner with Business Owners and Solution Managers to develop the product development roadmap for the Claims evolution on the Group Operating Platform
• Partner with Business Owners and Solution Managers to develop the digital servicing product development roadmap for the Employee portal
• Partner with US Digital teams to align and drive the digital roadmap for the employee portal on the Group Operating Platform ensuring alignment of user experience patterns
• Partner and Customer Experience Design and Marketing Science teams to identify moments that matter and build delightful employee experiences on the portal
• Ensure each Program Increment focuses on features with a maximum value, aligned with product strategy, roadmap, and key milestones
• Help refine, prioritize, and accept the work delivered across the Member Experience and Claims teams to ensure the outcomes meet the defined customer and business needs
• Ensure all features are delivered whole, and released to customers as a product to be proud of
• Help define program level Objectives and Key Results that align business goals with prioritized epics higher level objectives, tracking progress throughout
• Make decisions to solve product related problems, trade-off discussions, to stay on track to committed outcomes. (acceptance, prioritizing, making trade-offs, etc.)
• Lead Product Owners and teams to create viable and sustainable plans that align to business expectations
• Set and manage stakeholders’ expectations through regular discussions about future needs and iterative demonstrations of completed work
• Identify methods for gathering and incorporating feedback from multiple sources including employees to better define solutions
• Active interaction with Business Owners and other partners to protect the integrity of the deliverables
• Interactions with other Product Managers in service of holistic customer journeys and experiences, ensuring consistency and connectivity
• Work with RTE to coordinate and facilitate key meetings

Key Relationships:

• Reports to: VP, Group Operating Platform and Agile Product & Solution Mgmt
• Direct reports/team: 2-4 
• Key Stakeholders: Product owners, Solution Management, Business Owners, Claims Operations, Marketing Science, User Experience Design, Digital teams

Candidate Qualifications:

Essential Business Experience and Technical Skills:

• 10 + years of experience in Insurance working with multiple functions
• Strong knowledge of Group Insurance product claims landscape and mechanisms across several products including Dental, Disability, Life, A&H etc.
• Experience in developing web based servicing platforms with deep focus on user experience design
• Familiar and comfortable working in fast paced agile models with ability to manage in ambiguity
• Ability to develop strategic & trusted partnerships with internal & external partners
• Ability to work in fast paced environment
• Strong leadership skills and ability to motivate teams
• Strong interpersonal and negotiation skills
• Strong collaboration skills, ability to partner across the enterprise.
• Excellent written and oral presentation & communication skills
• Strong analytic skills and ability to think strategically
• Undergraduate degree required, MBA or other advanced degree preferred

Leadership Competencies:

Ability to seek and use data to develop analytical solutions – Strategic and Analytical thinking

Driven and motivated by our customers and the business to focus on the right outcomes – Deliver Results

Take ownership, influence at all levels, access all stakeholders equally (don’t ask for permission) – Seize Opportunity

Communicate factually. Navigate conversations to align on a set of data inputs that drive identification and prioritization of work and provide the clarity needed to accomplish it – Deliver what matters.

Maintain stability throughout the iterations and add appropriate feedback as needed – Enable Solutions

Able to make decisions on information that is available at that time. Be comfortable with progressive elaboration and discovery (Progress over perfection) – Manages Ambiguity

Able to identify, access and connect among key stakeholders and experts - Seek Diverse Perspectives

Salary Grade

13M

Contact Information

Bernadette Jones -bernadette.jones@metlife.com

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. 

The role is eligible for incentive compensation under the MetLife Annual Variable Incentive Plan ("AVIP").  Your eligibility for and award of incentives are governed by the terms of the plan. MetLife offers a comprehensive benefits program that includes Medical, Dental, Life, Vision plus Retirement benefits and Paid Time Off.

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.  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 accommodations@metlife.com 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.

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.

The wage range for applicants for this position is 121K-161K.  This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.

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.