Director - A&H Operations

Description and Requirements
The Team You Will Join
As Director of Accident & Health Operations for MetLife, you will be part of the A&H Product area within Group Benefits. The A&H Product team is responsible for designing and implementing A&H products that meet the need of the marketplace while also delivering on service operational excellence.
The Opportunity
The Director of Accident & Health (A&H) Operations will play a key role in the growth of the A&H business at MetLife. MetLife's A&H portfolio includes Accident, Hospital Indemnity and Critical Illness products. This is a unique position as it will have oversight for business processes being administered by a vendor but will also need to be deeply involved with Sales, Service and other key product stakeholders at MetLife to deliver operational service excellence.
This role requires strategic vision, operational leadership, and deep expertise in Accident &Health claims management. This position will be responsible for partnering with the vendor to design team structures, optimize workflows, ensure regulatory compliance and deliver exceptional client service. This role will also serve as the operational leader for many transformational A&H initiatives.
How You'll Help Us Build a Confident Future (Key Responsibilities)
• Accountability for operational service across A&H portfolio - Oversee end-to-end implementation, onboarding, claims and call center processes.
• Lead and execute on operational improvements and customer experience initiatives across A&H
• Mature a metrics-driven mindset within the business using data and operational metrics to drive the change portfolio
• Issue Resolution - Advance internal product, process and operational support focusing on researching, resolving, and responding to complex issues
• Collaborate with product development teams to design and implement product enhancements that improve customer satisfaction and competitive positioning
What You Need to Succeed (Required Qualifications)
• Accomplished and highly capable insurance professional with 10+ years of experience in an operations management role with a consistent record of delivering superior results, in the group insurance/employee benefits business. 5 years of Accident & Health product/claims experience.
• Broad knowledge of federal, state, and local regulatory and industry requirements, standard concepts, practices, and procedures as they relate to the insurance industry and claims processing
• Remains familiar with industry developments and leverages insights to drive product innovation and differentiation.
• Problem solving skills to think creatively to solve complex problems while focusing on delivering value to stake holders.
• As a member of the leadership team, can build relationships across all key stakeholders to ensure partnership and collaboration in driving strategy, execution, and sustainable growth
• Bachelor's degree in business or a related field
What Can Give You an Edge (Additional Skills)
• Worked on innovation ideas within the Accident & Health business
• Deep expertise in the Accident & Health product portfolio
Number of Direct Reports: 4-6
In addition to direct and indirect reports, this role will manage through influence a large team with a vendor.
The salary range for applicants for this position is $126,000-160,000.
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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 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.
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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
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.
$126,000-160,000