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Director - Expat Claim, Customer Service and Vendor Management

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Date Posted: Jun 8, 2022

Location(s): Wilmington, DE, US, 19801

Company: MetLife

Job Location: Wilmington, DE - Hybrid  


Role Value Proposition:

The Worldwide Benefits business is a full P&L business within the Group Benefits organization that provides benefit coverage for US and Canadian employers who deploy employees on assignments outside of their home countries.  The benefit coverages include medical, dental, vision, life, LTD, and AD&D as well as International Business Travel Medical.  


The incumbent will develop and implement the Worldwide Benefits claim and customer service strategy and guide a team 2 direct reports and of 12-15 indirect reports who provide claim processing and customer service support to our members or who manage the vendor relationships to partners who provide claim and customer service support to our members with the goal to meet and exceed the service expectation of our clients with globally mobile employees who are located around the world.


Reporting directly to the AVP, Worldwide Benefits Operations & Account Management, this position will partner with Administration, Sales, Account Management, Marketing, Finance, HR, Compliance, Products and Underwriting to deliver results. This role will directly impact our client growth and retention strategy by developing and maintaining strong member satisfaction.  The position will have primary responsibility for the Worldwide Benefits Claim and Customer Service Division with focus on member experience and overall client satisfaction of the existing Worldwide Benefits book of business.  


Key Responsibilities:  

The main responsibilities of this role include:

  • Translates MetLife Worldwide Benefits vision and strategy related to claim and customer service functions into operational strategy.
  • Oversees staff responsible for the receipt, tracking and processing of claims received in the Wilmington DE office including meeting agreed upon KPIs.
  • Oversees staff responsible for responding to emails and answering customer service calls received in the Wilmington DE including meeting agreed upon KPIs.
  • Oversees staff responsible managing vendor relationships for claim processing and customer service calls and emails including meeting agreed upon KPIs.
  • Accountable for implementing improvements to address defects uncovered via quality and NPS programs.
  • Manages to operational budget


Essential Business Experience and Technical Skills:


  • Minimum of 5+ years of relevant product and functional experience, ideally including group insurance background.
  • Strong record of success in leading claim, customer service and vendor management functions that drive client and member satisfaction.
  • Ability to develop and execute on strategy aimed at enhancing performance and process improvement.
  • Experience in analyzing service trends and gaining organization consensus to drive improvements.
  • Strong business acumen, proven ability to act strategically, make decisions, and build partnerships and teams.
  • Ability to travel both on a domestic and international basis as warranted by the business to visit our vendors.
  • Strong skills and solid background in leading cultural change in an evolving environment.


  • MBA or other advanced degree a plus.
  • Accomplished change management leader, able to operate effectively in a highly matrix environment.


Business Category

Group Benefits – Worldwide Benefits


Number of Openings



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.


For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Nearest Major Market: Wilmington
Nearest Secondary Market: Philadelphia