Director - IDI Operations - 21308

Job description

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 Director, IDI Claims Operations leads MetLife's Individual Disability Income (IDI) claims organization, with accountability for claim decision quality, regulatory and contractual compliance, service, financial outcomes, and talent across the IDI block, including in-force and closed-block business. Reporting to the Vice President, LTD / RTH / IDI, this role leads managers and subject-matter leaders and translates LTD, Return to Health, and IDI priorities into clear operating goals and measurable results.

IDI claims carry long-duration liabilities, individually underwritten contract provisions, and a high level of regulatory and litigation exposure. The Director serves as the primary operational point of contact for market conduct examinations, regulatory inquiries, external audits, and escalated or litigated IDI claims, and leads responsible adoption of approved AI-enabled capabilities that improve workflows, decision quality, productivity, and claimant outcomes.

Key Responsibilities

Lead day-to-day IDI claims operations from intake through benefit payment, managing staffing, capacity, quality, and service levels. Ensure consistent application of individual policy provisions and oversee complex, contestable, and escalated claim decisions and potential litigation. Serve as operational lead for market conduct examinations, regulatory inquiries, complaints, and audits, ensuring claim practices meet regulatory, contractual, and internal control requirements.

Partner with Legal, Compliance, Finance, and Actuarial on litigated claims, remediation, and operational, financial, and reputational risk. Lead managers and subject-matter specialists, setting clear goals and performance expectations and promoting accountability. Oversee quality assurance and use metrics and reporting to drive improvement and inform senior leadership. Build AI fluency and lead the responsible implementation of AI-enabled use cases in line with enterprise governance and oversight requirements.

Lead process, technology, and operating model changes, including system modernization, to simplify work and improve outcomes. Oversee vendor, offshore, and third-party partners to ensure service consistency, quality, and cost discipline. Develop leaders and claims professionals and partner with internal functions, regulators, auditors, reinsurers, and brokers to deliver shared priorities.

Required Qualifications

• 8+ years of progressively responsible experience in disability claims, individual disability income, employee benefits, or a related insurance field; or Bachelor's degree People-leadership experience, including leading managers or complex operations in a matrixed environment Working knowledge of individual disability income policy provisions, claim practices, and the regulatory environment for disability claims Experience managing regulatory examinations, audits, complaints, or litigated claims
• Demonstrated ability to use metrics, reporting, and analysis to diagnose issues, guide decisions, and improve outcomes
• Strong communication, influencing, and stakeholder-management skills

Preferred Qualifications

Advanced degree in business, insurance, risk management, or a related discipline Relevant professional designations (e.g., CLU, CEBS, DBM, CDMS, FLMI) Experience leading claims professionals through operational or technology change, including AI-enabled tools Experience with vendor, offshore, or third-party claims partners The expected salary range for this position is $112 ,000 - $150,000 . This role may also be eligible for annual short-term incentive compensation.

All incentives and benefits are subject to the applicable plan terms.