ADA Unit Leader

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 At MetLife, we are committed to making a meaningful difference in the lives of our customers and communities. Within Global Technology & Operations (GTO), our teams work together to solve business challenges and deliver exceptional customer experience. In this role, you will have the opportunity to make a direct impact by the team you will be leading in ADA and PWFA accommodation claims with accuracy, timeliness, and care.

You will guide claims through the accommodation process, provide clear and responsive communication, and help deliver a consistent, high-quality experience for our customers.

Key Responsibilities

Supports and guides assigned team members to ensure that 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. Intervenes 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.

Accountable for team correctly performing claim adjudication with the focus on Decisional, Financial, Claims Coding and Compliance Accuracy in accordance with the Customers’ plan/policy and regulations. Ensures team accurately sets up and administers all applicable concurrent claims based on the customers plan and/or policies to include but not limited to; Short Term Disability, Family and Medical Leave, Paid Family and Medical Leave, Statutory Disability and/or employer sponsored benefit leaves.

Facilitates regular team huddles/team meetings to evaluate inventory management through demand and capacity, provide process updates, communicate organizational news and other related topics. Effectively managing team to provide a high-level of service to our customers such as delivering on our commitments, ensuring timely return of phone calls, and adhering to customer goals. Mitigate risk by ensuring the team is applying all appropriate plan provisions and making accurate and timely.

Required Qualifications

2+ years of Disability and/or Absence Management experience. A comprehensive understanding of disability and/or absence management contractual provisions, b asic knowledge of medical conditions, treatments, prognosis and FMLA and/or PFML requirements. Demonstrate strong communication and partnership skills through effective claimant interviews, expectation setting, information gathering, and collaboration with internal and external stakeholders.

Ability to apply critical and strategic thinking to make sound decisions, exercise judgment, and support claim administration objectives. Manage competing priorities effectively by balancing multiple tasks, meeting deadlines, and giving and receiving constructive feedback with partners. Uses sound judgment to validate AI-generated outputs and maintains accountability for all work products, decisions, and customer outcomes.

Preferred Qualifications

Associate Degree 2 plus years of hands-on claims management experience preferred 5 plus years of Management Proficient in Microsoft Office Suite The expected salary range for this position is $59,000 - 99,300 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.