AVP, Disability & Absence Claims Operations

About the role

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).

Responsibilities

• 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
• Serve as the operational project leader for new jumbo client implementations and transitions
• Drive best-in-class performance across claims operations, including quality, timeliness, productivity, and cost management
• Implement and manage standardized sourcing strategies across sites and platforms
• Ensure compliance with all regulatory requirements, internal policies, and audit standards
• 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
• 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
• 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

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