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.