Director, Strategy & Planning, TAM Operations

Description and Requirements
Director, Claims Strategic Planning
Location: Virtual
Reporting to the VP of Disability Claims, this role will be responsible for enabling customer delivery to ensure we are more efficient and are more proactively addressing our customer inquiries and issues. The role will be responsible for executing and driving transformational programs to deliver on all claims' goals & objectives. This individual will manage and execute against strategic initiatives to improve customer sentiment and service delivery. In addition, this position will conduct organizational reviews to identify strengths, weaknesses, and opportunities and evaluate operations effectiveness.
Strategy Execution :

• Assists in defining and continuously refresh service strategy, leveraging external market trends and metrics to support strategic direction
• Implement STD/AMS service strategic business efforts and transformation to develop and execute well-informed strategic plans
• Drive business process and technology requirements to effectively execute on strategies including providing comprehensive business, operational, and project support
• Lead and support adoption of new claim model efforts across STD/Absence operations
• Identify strengths, weaknesses, and opportunities for improvement within the operation
• Identify and interpret customer data, internal metrics, industry trend data, and partner feedback to deliver insights and leverage the information to produce recommendations and incorporate into ongoing operational enhancements

Operational Leadership :

• Define business case for all team initiatives to improve service delivery and successful progress against those plans including a solid change management process and adoption rate
• Support team through implementation of practices which result in the organization consistently meeting and/or exceeding its customer and performance metrics
• Collaborate with partners across departments and the Enterprise to meet and exceed all objectives

Communications :

• Leveraging the identified opportunities partner with the Disability Solutions Train to drive automation and efficiencies reducing errors and increasing productivity
• Drive communication across and into organization regarding process improvements, capabilities enhancements, etc.
• Coordinate and lead myVoice initiatives on behalf of the department
• Facilitation and planning of agenda of staff meetings: Lead and participate in STD/Absence Team Meetings including, but not limited to, Town Halls, On-site/Off-site meetings, meetings with direct reports, meetings with GSO senior leadership teams.

Qualifications:

• 7-10 years of experience, preferably a mix of management consulting, financial services and/or technology, customer service, marketing or operations
• Proven success in planning, governance, and execution in positions of similar scope and complexity
• Strong communication skills (verbal, written and presentation)
• Proven track record of building collaborative partnerships and alliances at all levels while holding people accountable; ability to operate effectively in a global and highly matrixed environment
• Strong Executive leadership skills. Collaborative partner able to influence and drive accountability across organizational, geographic and domain boundaries for alignment, approvals, decision-making and governance. Experience leading large, matrix managed initiatives
• Ability to work in a fast-paced environment and adapt to changing priorities
• Prior experience managing or coordinating complex projects, including the ability to create and execute project plans.
• Attention to detail and strong organizational skills
• Moderate knowledge of business operations, planning, budgeting, re-engineering, and performance measures is a plus.
• Strong knowledge of company and department operations and leave based programs preferred

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.