AVP, Disability & Absence Claim Operations

Description and Requirements
The Team You Will Join
On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time.
The Opportunity
The AVP , Claims Operations - Head of Jumbo Accounts is a key leader on the U.S. Service & Operations Leadership Team, responsible for the strategic leadership, design, and execution of Short-Term Disability (STD) and Absence Management (AMS) claims operations for Jumbo Accounts (50,000+ lives) , which span 20 + customers and 350+ employees.
This role oversees a dedicated operating model for large, complex national accounts, ensuring delivery of high-quality, compliant, and scalable claims services. The position requires a combination of strategic vision, operational excellence, and deep expertise in disability and leave management, along with strong client engagement and leadership capability.
Leading the end-to-end buildout and implementation of the jumbo-account-focused claims organization, including operating model design, workforce strategy, vendor alignment, and service delivery frameworks. Once established , the leader will maintain full accountability for ongoing operations, performance, client satisfaction, and continuous improvement. This role has broad oversight across claims processing, vendor partnerships, offshore operations, sourcing strategies, service delivery models, and client-facing advocacy teams, ensuring the organization meets both operational and client-specific expectations.
The position is highly visible externally and plays a critical role in strengthening MetLife's market position, driving client retention, and supporting new business growth through exceptional service delivery for large and complex customers.
Key Responsibilities
Strategic Leadership & Operating Model Development

• Lead the design, build, and optimization of a dedicated claims operating model for Jumbo Accounts (50k+ lives)

• Develop scalable, client-centric strategies for STD and Absence Management claims delivery

• Establish workforce planning, organizational design, and service delivery frameworks aligned to growth and efficiency goals

• Serve as the operational project leader for new jumbo client implementations and transitions

Operational Excellence & Execution

• Drive best-in-class performance across claims operations, including quality, timeliness, productivity, and cost management

• Oversee end-to-end claims processing operations, including third-party vendors, offshore teams, and internal functions

• Implement and manage standardized sourcing strategies across sites and platforms

• Ensure compliance with all regulatory requirements, internal policies, and audit standards

Client Leadership & Market Impact

• Act as the senior operational leader and client-facing executive for Jumbo Accounts

• Drive high levels of client satisfaction and Net Promoter Score (NPS) through service excellence and proactive issue resolution

• Partner with internal stakeholders to support client retention and new business opportunities

• Lead resolution of complex escalations and service issues, ensuring timely and effective outcomes

Performance Management & Analytics

• Define and track key performance metrics, KPIs, and dashboards (e.g., inventory, quality, staffing, turnaround times)

• Drive continuous improvement through data insights, benchmarking, and best practices

• Monitor financial performance, including budget oversight (~$10M+) and expense management

Partnerships & Collaboration

• Build strong partnerships across internal stakeholders including Operations, Product, Technology, and Sales

• Manage relationships with external vendors and global service providers

• Collaborate on enterprise-wide initiatives to enhance claims capabilities and service models

Talent Leadership & Organizational Development

• Build and lead a high-performing, inclusive team aligned to MetLife's culture and values

• Define talent strategies including hiring, onboarding, training, and capability development

• Foster a culture of accountability, engagement, and continuous learning

• Lead succession planning and leadership development efforts

Required Qualifications

• 12+ years of experience in group insurance / employee benefits, with significant leadership experience in claims operations

• Deep expertise in Short-Term Disability (STD) and Absence Management (AMS) claims

• Proven success leading large-scale, complex operations, including multi-site and multi-channel environments

• Demonstrated track record of building and transforming claims organizations, including operating models and service delivery frameworks

• Strong client-facing experience with the ability to manage large, complex national accounts

• Experience managing vendors, offshore operations, and sourcing strategies

• Exceptional leadership, communication, and stakeholder management skills

• Strong analytical and financial acumen, including budget and expense management

• Proven ability to manage competing priorities

Preferred Qualifications

• MBA or advanced degree
• Experience supporting Jumbo or National Accounts (50k+ lives)
• Experience leading transformational initiatives or large-scale implementations
• Familiarity with digital claims platforms, workflow automation, and process optimization

The expected salary range for this position is $200,000 - $235,000 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. 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, paid time off, paid holidays, 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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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.