Director - Benefit Claims and Funds Recovery

Description and Requirements
Virtual but commutable to a MetLife Hub. Tampa, FL; Cary, NC; Bridgewater, NJ; Omaha, NE; Oriskany, NY; Warick, RI; Bloomfield, CT



Retirement and Income Solutions (RIS) provides guaranteed income to individuals in a predictable and low risk way and helps companies reduce their risk and remain financially strong. The RIS business, one of the largest U.S. segments in MetLife, has a wide variety of risk solutions, investment and annuity-type products.

To succeed in the role, the candidate must demonstrate transformational leadership, with an experimentation mindset, and comfort working in an agile environment. This role also requires strong partnership and collaboration with cross-functional partners inside RIS and across MetLife.
The key focus of the Benefit Claims and Funds Recovery team supporting RIS, is to deliver prompt and empathetic claims outreach to ensure our customers or their designated beneficiaries receive timely benefit correspondence in their time of need. Leader will drive efficiencies by re-engineering E2E processes, anticipate and adapt to change with agility, and develop versatile talent. In addition, the team is responsible for ensuring that any payments not due are reconciled and recouped where applicable, based on federal government and applicable state laws.
This leader will be involved in 2-3 key strategic initiatives that enable future efficiencies, business controls, and growth across RIS.
:
• RIS Business Senior Leadership
• Electronic Death Match team
• Legal & Compliance
• GO SC - MetLife offshore team
• RIS Director of Risk & Controls, Director Direct Pay, Director Call Center , Director Financial Controls and Reporting , and other Operations Directors
• Corporate Controllers and Valuations Team
• RIS Technology

• Vice President RIS Service & Operations

• 3 Direct reports; 1 Benefit Claim Services (BCS) Manager, 1 Benefit Claim Services Supervisor and 1 Funds Recovery Manager (FRU)
• Total organization 33 associates
• Indirect - 2 Offshore BCS and 1 FRU managers
:
• Lead, coach, and develop personnel to ensure organizational alignment and succession planning is optimized.
• Ensure that all relevant service standards and financial accountability goals are met consistently, and a high level of customer service is provided to both internal and external customers.
• Develop and ensure teams use standard repeatable business processes.
• Translate senior management vision and assist with developing the department's vision, strategy, service levels, and business objectives. Communicates vision and strategy to staff.
• Propose, evaluate, and implement process improvements to increase efficiency and effectiveness.
• Partner with other operational areas, service, and IT to build strong working relations and improve workflow and organizational issues.
• Work closely with GOSC peer to ensure, training, work allocations, and utilization are in line with organizational goals and expectations (accountable for production and utilization of 30 indirect offshore resources).
• Foster a strong risk culture where all internal and external audits, NFRAs and SII have been fully coordinated and thoroughly addressed within their specified timeframes

• High school diploma or equivalent required, Undergraduate degree required or equivalent professional experience preferred. Bachelor's in Management, Business Analytics, or field with significant analysis / critical thinking training.
• 10 plus years of administrative process management experience and understanding of how to drive process improvements.
• Strong stakeholder management skills and ability to navigate gaining buy-in from cross-functional teams, such as business, technology, and operations.
• Experience managing organizational change, providing leadership, and delegating.
• Strong communication skills including presentations.
• Ability to lead an initiative from analysis to hypothesis design to solution development and evaluation of success.
• Critical thinking, analytical and problem-solving skills used to identify opportunities / issues from insights.
• Identification of key controls and audits reports that support the management of the organization.
The salary range for applicants for this position is $107,600 - $140,000..

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!

Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies" as well as the 2023 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.
$107,600 - $140,000.