Key Responsibilities: • Effectively manage a team or teams in a fast-paced environment to ensure individual and team performance are meeting all key performance indicators and delivering on customer commitments through quality and timely claim determinations including compliance with ERISA and other state and regulatory requirements, accurate application of LTD contract provisions and customer variances • Effectively anticipate, resolve and respond to any claim or productivity issues • Responsible for the development of all team members including providing timely, detailed feedback on performance, coaching to address areas of opportunity and performance management as needed • Responsible for all inquiries from team members, provides technical expertise to investigate and resolve claim matters as needed if direct reports are unable to do so • Accountable for the creation of the infrastructure, workflow, and culture that fosters data accuracy and documentation, leverages information to provide future vision and to ensure financial accuracy • Conducts EA, quality and other block reviews of the team inventory to ensure financial and decisional accuracy, identify training opportunities and provide timely, appropriate feedback to team members to drive continuous improvement • Participate in customer presentations, new account implementations and special related projects to ensure all service and process expectations are outlined and adhered to in order to meet customer needs and to drive persistency • Effectively manage customer accounts by responding to inquiries, negotiate, arbitrate and resolve issues and ensure the team is meeting all performance guarantees • Develop effective partnerships with peers, account team partners and other internal and external resources • Responsible for all aspects of people management including interviewing/hiring, promotions, performance and compensation management, training and development • Responsible for working effectively with Unit Leader peers and leadership to ensure that the team and the site meet performance goals related to claim management, customer service, staff development and any other business critical goals. To quickly identify and solution for team, customer or site performance opportunities • Promptly addresses and resolves escalated customer complaints in a timely and thorough manner and provides coaching as needed to individual team members • Responsible for consistent, detailed analysis of data and reporting to monitor team metrics and to quickly identify areas of opportunity and solutions • Effectively monitor and manage individual unit operating costs (i.e. requests for medical records, use of supplies, referrals to resources, etc.) • Act as project lead and/or participates in project assignments as required to address any business needs, drive improvement or increase productivity • Effectively work with cross-functional claims management teams in the planning, enhancement, and implementation of workflow processes and claim administration, collaborates well with organizational partners to ensure optimal delivery of services to internal and external customers. Essential Business Experience and Technical Skills: Required: •4+ years of supervisory experience and project management demonstrating strong leadership, coaching skills and planning and organizational skills •Extensive knowledge of IDI, STD, LTD, group disability, Workers Compensation, ERISA, Social Security and state laws •Strong analytical and decision-making skills with a focus on producing results •Creative problem-solving abilities and the ability to think outside the box •Excellent interpersonal and communication skills in both verbal and written form •Excellent customer service skills proven through internal and external customer interactions •Demonstrated conceptual thinking, risk management, ability to handle complex situations effectively •Organizational and time management skills •Ability to effectively manage multiple systems and technology resources Preferred: • Bachelor’s degree • 10+ years of LTD/IDI Insurance Claims experience Equal Employment Opportunity/Disability/Veterans If you need an accommodation due to a disability, please email us at accommodations@metlife.com. 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.