Title: VP, Billing, Eligibility & Group Operations Location: New York, NY Alternate Location(s): Bridgewater, NY, Aurora, IL, Tampa, FL, Southfield, MI, Oriskany, NY, or any MetLife office Setting: Hybrid Reports to title: EVP of Regional Business and Workforce Engagement Travel: 20% The Opportunity Reporting directly to the EVP of Regional Business and Workforce Engagement, the VP Billing, Eligibility & Group Operations plays a key leadership role in directing activities that support a variety of strategic initiatives for the organization as well as providing critical business operations support for the entirety of the Group Benefits Business. This leader is responsible for delivering multi-year strategic outcomes from business transformation efforts including increased customer NPS, Revenue and Persistency growth + Expense efficiencies. This position will also work closely across Regional Business and National Accounts to redefine, operationalize, own and execute upon data and quality management requirements to ensure we have the most accurate understanding of the performance of our day-to-day operations aligned to execution of the business plan across all functions. This role will also be accountable to consistently look strategically at how technology and process improvements can continue to make MetLife more efficient and effective, while consistently delivering on our customer’s needs, today and as they evolve. How You’ll Help Us Build a Confident Future * Lead and empower a multi-function team of around 575 US-based associates to deliver value-driven business operations support aligned to key strategic initiatives and critical business outcomes. * Quality and performance accountability inclusive of operating model efficiencies for billing & remittance functions executed by approx. 200 FTE based out of the Global Operations Service Center (GOSC) in India. * Overall accountability for the billing, remittance, eligibility, statement of health and recordkeeping functions across the Group Benefits business. This includes meeting all SLAs and broker/customer satisfaction within the specific processes. * Ensure business operations meet regulatory standards and associated internal and external audits yield satisfactory results. * Manage third party vendor performance while consistently evaluating and rationalizing external vendor relationship operating model (e.g. Conduent). * Empowered and expected to anticipate, identify, and resolve organizational/strategic issues. In partnership with Agile Delivery resources, lead and facilitate strategic billing and eligibility projects and initiatives to improve the customer experience. Overall responsibility to drive solutions and implementation across the business. * Lead in partnership with the Heads of Regional Business and National Accounts Service and Implementation to ensure we understand the needs of our customers and brokers and ensure the operations are fully aligned to the strategic focus and day to day execution of the business. * Ensure quality tools are defined and applied across the organization to identify and implement controls of quality assurance at the appropriate process points, to prevent or mitigate risk. * In partnership with Agile Delivery resources, ensure data proprietary to MetLife Group Benefits eligibility and business functions is effectively organized and managed in a manner that supports operational scale and enablement of MetLife approved business intelligence and artificial intelligence initiatives. * Oversight of budget projections and forecasts for Regional Business through strong collaboration with the service and finance team. Analyze and present business assumptions, capacity models and growth projections. What You Need to Succeed * 10 + years of experience running Operational teams with a focus on process improvement and data & quality management. * Understanding of the Group Benefits space and Brokerage Business. * Strong financial acumen * Ability to develop strategic & trusted partnerships with internal & external partners * Ability to work in fast paced environment * Strong leadership skills and ability to motivate teams * Strong Project Management skills * Strong change management skills * Strong interpersonal and negotiation skills * Strong collaboration skills, ability to partner across the enterprise. * Excellent written and oral communication skills with strong ability to present to Executive Leaders * Strong analytic skills and ability to think strategically * Expertise in Excel & PPT * Undergraduate degree required, MBA or other advanced degree preferred What Can Give You an Edge * Thinks Strategically - Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs. * Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives. * Operates Efficiently - Understands how to organize and manage large-scale operational functions in unison with defined product and administrative rulesets. * Seizes Opportunity - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities. 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.