MetLife

Compensation

Full Description

Role Value Proposition The Operational Director for Statement of Health oversees a team of consultants and Unit Leaders, ensuring performance targets and organizational goals are consistently met. This role requires a strong operational background to maintain effective controls and ensure adherence to key metrics. Excellent communication skills are essential, as the position involves regular collaboration with Product, Sales, Service, medical vendors, IT partners, and group customers. Key Responsibilities • Lead a large, high‑volume organization, managing 70-90 full‑time associates and an additional 50-70 seasonal employees, ensuring seamless staffing coverage during peak periods, reallocating resources as needed, and maintaining a fully cross‑trained workforce. • Lead consistent performance management and drive operational performance, ensuring coaching, documentation, and accountability standards are met across the organization, and all teams consistently meet or exceed key metrics, including productivity, quality, turnaround times, and phone service levels. • Coach, mentor, and develop staff at all levels, fostering high performance, engagement, and career growth while strengthening leadership bench strength. Promote a culture of continuous improvement, transparency, and accountability, inspiring teams through effective motivational leadership. • Oversee Performance Guarantee and Onshoring approvals, ensuring compliance, accuracy, and effective execution of contractual obligations. • Develop, manage, and monitor the annual SOH departmental budget, including TPA and Clerical expenses, ensuring fiscal responsibility and alignment with business targets. Manage operational costs through effective resource allocation, overtime oversight, vendor management, and adherence to performance guarantees. • Partner with MGCC and Product teams: MGCC teams to build a cost‑efficient, scalable operational model that supports current and future business needs and product teams to implement process, system, and product changes that directly affect operations and customer experience. • Act as a primary liaison for internal and external stakeholders, communicating frequently to resolve issues, support escalations, and ensure strong customer and partner relationships. • Balance daily operational demand while delivering on customer commitments and meeting service expectations. • Lead and participate in high‑impact projects and strategic initiatives throughout the year, driving efficiency, modernization, and service improvements. • Prepare and deliver presentations, and represent SOH in customer audits, business reviews, and cross‑functional forums. • Participate in customer RFPs and on‑site meetings as needed in partnership with Sales, including occasional travel. • Manage vendor relationships, ensuring performance measures are met, risks are addressed, and operational challenges are resolved promptly. • Escalate critical issues and risks appropriately, collaborating with Leadership, Legal, and Compliance to ensure timely and compliant resolution. • Analyze operational data to identify trends, diagnose root causes, and implement timely, effective action plans to improve outcomes. Essential Business Experience and Technical Skills Required Experience: • 5+ years relevant experience leading large-scale complex operations teams • Excellent written and oral communication skills • Leadership experience • Strong proficiency in engaging key stakeholders and building relationships • Proven ability to enhance client experience • High school diploma or GED Preferred Experience: • Bachelor's degree • Statement of Health Unit experience At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers. 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.