Unit Leader - Complaints & Grievances - 15539

Description and Requirements
Location: Must live within a commutable distance of the Oriskany, NY, Tampa, FL, Bloomfield, CT Cary, NC, Aurora, IL, Bridgewater, NJ, Omaha, NE, Warwick, RI, Clarks Summit, PA, San Juan, PR, West Des Moines, IA office
In office once a month for meetings
About the Team
The Complaints & Grievance Team supports Group Claims and Operations by tracking, monitoring, and resolving member complaints and grievances submitted through Corporate Complaints on behalf of the Claims Organization.
The Opportunity
The Unit Leader oversees the daily operations of a team of Complaint & Litigation Specialists. This role requires strong inventory management skills, a focus on timely and accurate case resolution, and effective collaboration with partners across the organization.
How You'll Make an Impact

• Lead and develop a team of Complaint & Litigation Specialists responsible for logging, reviewing, and researching complaints and grievances for assigned products.
• Build and maintain workflows, processes, and a team culture that supports accurate, timely, and compliant complaint resolution.
• Monitor team and individual performance, providing coaching and guidance to drive continuous improvement.
• Manage team inventory to ensure effective, efficient, and timely case handling.
• Develop strong partnerships with internal and external stakeholders to support collaboration and cross-functional problem solving.
• Use data and performance insights to identify training needs, streamline processes, and guide improvements within the team and partner areas.

What You'll Need to Succeed

• Strong inventory management and organizational skills
• Critical thinking and analytical skills to track and trend performance metrics, opportunities, and outcomes
• Knowledge of claims processes, systems, and applications
• Understanding of compliance and regulatory requirements
• Excellent communication skills for effective stakeholder engagement
• Proficiency with inventory management tools and Microsoft Excel, SharePoint, and PowerPoint

What Will Set You Apart

• 7+ years of experience in Group Claims (preferred)
• Self-motivated, proactive leadership style
• Strong communication and presentation skills, with the ability to influence performance and communicate with leaders

External
Must be within a commutable distance of the Oriskany, NY, office location
In office once a month for meetings
About the Team
The Complaints & Grievance Team supports Group Claims and Operations by tracking, monitoring, and resolving member complaints and grievances submitted through Corporate Complaints on behalf of the Claims Organization.
The Opportunity
The Unit Leader oversees the daily operations of a team of Complaint & Litigation Specialists. This role requires strong inventory management skills, a focus on timely and accurate case resolution, and effective collaboration with partners across the organization.
How You'll Make an Impact

• Lead and develop a team of Complaint & Litigation Specialists responsible for logging, reviewing, and researching complaints and grievances for assigned products.
• Build and maintain workflows, processes, and a team culture that supports accurate, timely, and compliant complaint resolution.
• Monitor team and individual performance, providing coaching and guidance to drive continuous improvement.
• Manage team inventory to ensure effective, efficient, and timely case handling.
• Develop strong partnerships with internal and external stakeholders to support collaboration and cross-functional problem solving.
• Use data and performance insights to identify training needs, streamline processes, and guide improvements within the team and partner areas.

What You'll Need to Succeed

• Strong inventory management and organizational skills
• Critical thinking and analytical skills to track and trend performance metrics, opportunities, and outcomes
• Knowledge of claims processes, systems, and applications
• Understanding of compliance and regulatory requirements
• Excellent communication skills for effective stakeholder engagement
• Proficiency with inventory management tools and Microsoft Excel, SharePoint, and PowerPoint

What Will Set You Apart

• 7+ years of experience in Group Claims (preferred)
• Self-motivated, proactive leadership style
• Strong communication and presentation skills, with the ability to influence performance and communicate with leaders

The expected salary range for this position is $64,800 - $86,400. 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, volunteer time off, tuition assistance and much more!
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.
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.
$64,800 - $86,400