AVP, Quality Assurance

Description and Requirements
Position : AVP, Quality Assurance
Organization:
The Global Customer Service and Operations organization is a part of Global Technology & Operations and is responsible for delivering a differentiated customer care experience through interactions grounded in trust and empathy, reinforced by a continuous improvement mindset and operational excellence. Whether our teams are answering customer calls, processing claims or supporting critical operational work, they are doing so in care of our customer. We live MetLife's purpose every day, Always with you, Building a More Confident Future.
When you join the Global Customer Service and Operations Team at MetLife, you're joining a team that's driving transformational change in an industry we've long defined. We achieve this through starting each workday with a singular, united purpose: to care for our customers and each other. We hire smart, collaborative people who understand that when we're kind to each other and empathize with coworkers and customers alike, we make a lasting impact. We embrace inclusion, actively listen and ensure everyone has what they need to succeed. This allows us to think bigger, innovate faster and win together.
The Role :
Reporting to the VP, Operations Support, this role leads the Quality Assurance Programs across US Claims and Call Center, leading a team of over 90 FTEs. This position has QA responsibility across a wide breadth of products (STD, LTD, AMS, Dental, Group Life, IDI, LTD, RTH, MLH and RIS). This role is accountable for defining and driving a QA strategy and leveraging external and internal perspective to standardize programs across product-lines. This role will ensure coverage that is timely, consistent, accurate and efficient while providing strategic consultation to both our external and internal customers. In addition to leading the day-to-day delivery of the team, this role will also optimize and simplify QA through business process re-engineering, applying technology and automation solutions, and deploying strategic sourcing strategies.
Key Responsibilities:
Enable the Business

• Use thought leadership and industry expertise to ensure workforce plans and resources are allocated appropriately to achieve all quality standards and claims level performance guarantees
• Leverage quality analysis methodology to identify high risk process points
• Proactively identify areas of audit opportunity and deploy a consistent auditing framework
• Deliver on goals and objectives in the areas of quality, business client requirements, efficiencies, expenses and employee engagement
• Cultivate a strong and diverse network with key stakeholders and industry contacts

Simplify End to End Processes

• Assess current process flows to identify improvement opportunities and design solutions through business process re-engineering and applying technology and automation
• Evolve our ways of working to help drive operational agility and resilience
• Benchmark, review, evaluate, approve, implement, train and reorganize staff and workflow to improve work processes, to reduce expenses, and to address ongoing quality efforts
• Monitor, evaluate and sponsor the enhancement of systems, in partnership and coordination with IT

Manage Operational Risk

• Create a team culture focused on proactive operational risk and regulatory compliance
• Lead with an operational rigor and a clear cadence for proactive self-identified risk and audit items
• Ensure that appropriate financial and operational controls and authorizations are in place and accounting standards meet legal requirements

Operational & Financial Performance

• Develop and deploy reporting and business progress updates on key quality metrics to update senior leadership
• Use internal data and analysis to drive sound business decisions and translate to an executive story/narrative
• Energize and develop the QA team to achieve a high degree of productivity and provide strategic consultation to internal and external customers
• Develop well established management routines and clear, consistent expectations to meet business priorities

Invest in our People

• Build a contemporary culture that extends not only to our customers but to our teams through regular coaching, career conversations and opportunities to grow their skills
• Champion diversity, inclusion and belonging by fostering an environment where everyone is valued, heard and can speak up
• Inspire and influence commitment to achieve business objectives through clear and consistent communication of the organization's vision - ensure teams are appropriately informed and trained
• Role model and apply the key skills required of a service and operations leader - commercial mindset, change agent, critical thinking, customer journey mindset, energizing and developing our people, and organizational agility

Candidate Qualifications:

• 10 years of related experience, preferably within insurance or financial services
• Influence & direct leadership; executive credibility and track record of motivating people to achieve results through periods of change
• Intellectual agility; big picture + detail orientation; strategic & analytical
• Strong use of data and analysis to drive business decisions
• Exercises candor and transparency to build trusted partnerships across the organization
• Ability to operate in a complex and matrixed environment
• Excellent interpersonal, verbal/written communication skills and presentation skills
• Strong quantitative and critical thinking skills
• Demonstrated ability to develop and successfully execute programs to motivate staff
• Ability to influence and communicate the organizations direction and ensure results are achieved
• Preferred: process redesign experience leveraging technology and data, experience with offshore sourcing strategies

Leadership Competencies:

• Thinks Strategically - Sets direction aligned to the company's strategy, applying external and global perspective to meet local and global needs.
• Motivates People - Gains people commitment to achieve business objectives through clear communication of the company's vision and flexing leadership styles to inspire high performance.
• Grows Talent - Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
• Models our Values - Creates a culture that promotes the company's values and standards through role modeling, accountability and ownership of decisions.
• Focuses on Customers - Promotes customer centricity and ensures focus on creating differentiating customer experiences to achieve competitive advantage.
• Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.

About MetLife:
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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies."
MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.
We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.
MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.
MetLife maintains a drug-free workplace.
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, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 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.
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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
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.