Absence Management Specialist Unit Leader

About the role

The Opportunity Global Operations (Global Ops) focuses on creating positive experiences for MetLife customers and helping the company make the best use of its global resources. We're looking for unique talent with fresh perspectives that can propel innovation.

Key Responsibilities

• Supports and guides assigned team members to ensure they have the knowledge, skills, tools, and resources to be successful as defined by MetLife and our customers.
• Clearly articulate the vision of success at the team and organizational level, how each role, and individual contributes to the aligned goals and objectives.
• Identify, remove, and challenge barriers related to claims management. Escalate to senior leaders in the organization as appropriate along with recommended solutions.
• Evaluate and manage team accountability by providing positive reinforcement or development opportunities to team members that are directly linked to their behaviors and performance objectives.
• Intervene as required to address acute gaps in performance, either of individuals on the team, or the team as a whole.
• Perform people management duties that include one on one sessions to address metrics reviews and career development.
• Ensure 100% compliance of mandatory training courses.
• Exhibits excellent interpersonal and communication skills in both verbal and written form with customer service proven through internal and external interactions.
• Drives Claim Management Accuracy and customer experience through support of the quality program utilizing claim file reviews and call monitoring to identify improvement opportunities, gaps in knowledge, trends for quality, service and/or compliance.

Required Qualifications

• 2+ years of Disability and/or Absence Management experience
• A comprehensive understanding of disability and/or absence management contractual provisions
• Strong communication skills, including the ability to interview claimants dynamically with the goal of setting claimant expectations and obtaining information necessary to administer the claim
• Basic knowledge of medical conditions, treatments, prognosis and FMLA and/or PFML requirements
• Critical-thinking skills
• Ability to give and receive feedback to and from partners
• Strategic-thinking skills and the ability to apply judgment and decision-making based on strategy
• Prioritization and time management sills - the ability to juggle multiple items at the same time and complete items on time
• Ability to Partner with Internal/External Customers

Preferred Qualifications

• Associate Degree
• 2 plus years of hands-on claims management experience preferably
• 5 plus years of Management
• Proficient in Microsoft Office Suite