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Director of Administration, Retirement and Income Solutions Operations

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Date Posted: May 1, 2022

Location(s): Tampa, FL, US, 33647

Company: MetLife

Role Value Proposition:

Responsible for a variety of activities relating to the administration and customer service of group policies for MetLife customers. Provides administrative services relating to enrollments, case implementations, claims, billing administration and call center activities.


Key Responsibilities:

  • Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
  • Build and manage strong staff and cross-functional working teams that effectively collaborate to identify customer dissatisfaction and implement solutions improving the RIS customer’s experience at MetLife.
  • Oversee the overall customer experience for the function, serve as the key contact for escalated service issues, and provide quick resolution and root cause analysis.
  • Accountable for timely and accurate completion of transactions, reviews and audits all processes and makes improvements to processes and systems.
  • Responsible for ensuring compliance with all relevant regulations within functional area
  • Lead projects to implement changes that increase customer satisfaction, streamline existing processes, and reduce business risk. Manage projects to their successful completion within time, budget, and resource constraints. Communicate progress at regular intervals within the process to Senior Management for planning and related activities.
  • Serves as the “business” subject matter expert for all new projects within RIS as well as at the enterprise level.
  • Translate enterprise goals and vision into measurable and manageable team goals and objectives. Develop and communicate our team’s strategy and vision.
  • Train, coach and develop associates so they may thrive as members of the RIS Operations team. Provide regular coaching and counseling so that they may develop skills that will help them grown along their selected career path.
  • Performs other related duties as assigned or required.


Essential Business Experience and Technical Skills:

  • New hires should live a commutable distance from the site the role is posted in
  • BA and 10+ years of relevant work experience in Financial Services industry. Must include experience in a leadership role.
  • Deep understanding of existing RIS products.
  • Customer-focused and demonstrates empathy for customers, both internal and external.
  • Strong written and verbal communication skills.
  • A self-starter with the ability to learn quickly and thrive in a fast-paced environment. Proven ability to manage multiple priorities at the same time.
  • FINRA or NASD Series licenses preferred



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, 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.



Requisition #: 123694


Nearest Major Market: Tampa