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Manager - Short Term Disability Claims

Date Posted: Nov 10, 2020

Location: Oriskany, NY, US, 13424

Company: MetLife

Job Location: Oriskany, NY                         

 

Role Value Proposition: 

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. The Global Technology & Operations group (GTO) is a diverse team of claims professionals, business analysts, engineers, developers, and project managers with the freedom to create innovative solutions to address customer needs and core business challenges within MetLife. The Operations Manager role will oversee the activities and outcomes of the disability claim operation, instilling quality, customer focus, efficiencies and innovation.

 

Key Responsibilities:

  • Plans, implements and oversees activities for assigned team of 4-8 STD Unit Leaders and 50-75 STD Claims Specialists to ensure an effective, efficient, and profitable operation.
  • Resolves complex or highly escalated customer issues. Builds and manages effective partnerships with both internal and external customers.
  • Provides future vision of success and related requirements for ongoing process improvement.
  • Integrates customer needs with the strategic direction of the organization.
  • Fosters the creation and execution of operational metrics that drive accountability and results while

ensuring compliance to regulatory and timeliness standards.

  • Articulates the financial impact associated with claims management, resource utilization, staffing, productivity, quality assurance, claim inventory, process design and controls, customer service and overall expense management relative to the business.
  • Directs and approves all staffing activities, including hiring, promotions, and terminations, and is responsible for the coordination, education, training and hiring of claims team members.
  • Takes a visible leadership role in translating the vision and values for MetLife into practical business strategies.
  • Oversees the effective and timely communication of such strategies and initiatives.
  • Responsible for in depth knowledge and management of the disability claim process and contracts. Responsible for addressing customer concerns, identifying improvement opportunities and implementing effective and sustainable solutions.
  • Partners closely with the MetLife Account Management Team to drive a differentiated customer experience.  
  • Expected to be able to become integrally involved in claim issues or escalations and is responsible for the resolution of all complex or highly escalated customer issues.
  • Partner with quality assurance department in preparation of team quality assurance reviews. Ensure prompt response. Review and analyze audit results and trends, and shares results with team and individual team members.
  • Works closely with the disability Claims Director to implement and support processes/procedures across the Global Claims Organization.
  • Articulates the financial impact associated with claims management, resource utilization, staffing, productivity, quality assurance, claim inventory, process design and controls, customer service and overall expense management relative to the business.
  • Analyze data to enhance customer service experience, drive continuous customer satisfaction and operational improvements.
  • Proactively identifies opportunities for process changes, plan design updates and other strategies to improve plan performance. 
  • Builds and manages effective partnerships with both internal and external customers
  • Integrate customer needs with the strategic direction of Global Claims Organization.
  • Fosters the creation and execution of operational metrics that drive accountability and results while ensuring compliance to regulatory and timeliness standards.
  • Drive changes in mindset, behaviors and practices by engaging in activities such as daily huddles, managing through visual boards, value stream mapping, targeted supervisory coaching and more, all in the spirit of generating continuous, team-driven improvements and deliver value to our customers.  
  • Optimizing processes through elimination of errors, waste, and redundant handoffs enabling cost savings and financial improvement
  • Review/monitor annual operating and merit budgets/compensation, to ensure overall operating effectiveness.

 

 

Essential Business Experience and Technical Skills:

Required:

  • A minimum of 5 years disability claims experience
  • 3+ years of leadership experience
  • Must possess and demonstrate strong leadership skills, including the desire and capacity for leading change to elevate team’s performance
  • Strong customer satisfaction focus and high sense of urgency
  • Demonstrated ability to analyze and resolve problems using sound business judgement
  • Fosters innovation and identifies process improvements
  • Demonstrated excellent verbal, written and presentation skills
  • Ability to analyze data and generate meaningful business plans that will drive positive results
  • Expert influence, negotiation and motivation skills
  • Demonstrated performance management skills, which ensure equitable evaluation and appropriate reward for exceptional performance.

 

Preferred:

  • College Degree
  • Disability industry knowledge is highly desirable

 

 

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 $600 billion of total assets under management as of December 31, 2019. We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven 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.

 

Requisition #: 115435

 


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