ADA Unit Leader

Description and Requirements
The Team You Will Join
On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time.
The Opportunity
At MetLife, we are committed to making a meaningful difference in the lives of our customers and communities. Within Global Technology & Operations (GTO), our teams work together to solve business challenges and deliver exceptional customer experience.
In this role, you will have the opportunity to make a direct impact by the team you will be leading in ADA and PWFA accommodation claims with accuracy, timeliness, and care. You will guide claims through the accommodation process, provide clear and responsive communication, and help deliver a consistent, high-quality experience for our customers.
Key Responsibilities

• Supports and guides assigned team members to ensure that they have the knowledge, skills, tools, and resources to be successful as defined by MetLife and our customers.

• Clearly articulate the vision of success at the team and organizational level, how each role, and individual contributes to the aligned goals and objectives.

• Identify, remove, and challenge barriers related to claims management. Escalate to senior leaders in the organization as appropriate along with recommended solutions.

• Evaluate and manage team accountability by providing positive reinforcement or development opportunities to team members that are directly linked to their behaviors and performance objectives.

• Intervenes as required to address acute gaps in performance, either of individuals on the team, or the team as a whole .

• Perform people management duties that include one on one sessions to address metrics reviews and career development. Ensure 100% compliance of mandatory training courses.

• Exhibits excellent interpersonal and communication skills in both verbal and written form with customer service proven through internal and external interactions.

• Drives Claim Management Accuracy and customer experience through support of the quality program utilizing claim file reviews and call monitoring to identify improvement opportunities, gaps in knowledge, trends for quality, service and/or compliance.

• Accountable for team correctly performing claim adjudication with the focus on Decisional, Financial, Claims Coding and Compliance Accuracy in accordance with the Customers' plan/policy and regulations.

• Ensures team accurately sets up and administers all applicable concurrent claims based on the customers plan and/or policies to include but not limited to; Short Term Disability, Family and Medical Leave, Paid Family and Medical Leave, Statutory Disability and/or employer sponsored benefit leaves.

• Facilitates regular team huddles/team meetings to evaluate inventory management through demand and capacity, provide process updates, communicate organizational news and other related topics.

• Effectively managing team to provide a high-level of service to our customers such as delivering on our commitments, ensuring timely return of phone calls, and adhering to customer goals.

• Mitigate risk by ensuring the team is applying all appropriate plan provisions and making accurate and timely.

Required Qualifications

• 2+ years of Disability and/or Absence Management experience.

• A comprehensive understanding of disability and/or absence management contractual provisions, b asic knowledge of medical conditions, treatments, prognosis and FMLA and/or PFML requirements.

• Demonstrate strong communication and partnership skills through effective claimant interviews, expectation setting, information gathering, and collaboration with internal and external stakeholders.
• Ability to apply critical and strategic thinking to make sound decisions, exercise judgment, and support claim administration objectives.
• Manage competing priorities effectively by balancing multiple tasks, meeting deadlines, and giving and receiving constructive feedback with partners.
• Uses sound judgment to validate AI-generated outputs and maintains accountability for all work products, decisions, and customer outcomes.

Preferred Qualifications

• Associate Degree

• 2 plus years of hands-on claims management experience preferred

• 5 plus years of Management

• Proficient in Microsoft Office Suite

The expected salary range for this position is $59,000 - 99,300 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please click here .
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
This posting is for a current vacancy and is anticipated to remain open for at least 60 days from the listed posting date.