Director - UIS Installations - MetLife - Bridgewater

Job Summary

The Director of UIS / Eligibility and VB Installations is accountable for a team of associates responsible for the implementation of customer eligibility and bill/remit file processing across all Metlife markets.

Responsibilities

This role is responsible for tactical day-to-day operational support and delivery of new customer installations and maintenance/plan change requests, as well as the strategic delivery of the MetLife eligibility, enrollment and installations roadmap and programs – including:

Managing, coaching, developing and day-to-day support for associates across multiple locations
Translating senior management vision and developing department vision, strategy, service levels, and business objectives. Communicating vision and strategy to staff
Partnering with other operational areas/ leaders across the Implementation, Service, Sales, and Technology areas to ensure awareness of work underway and to develop strong working relationships
Forecasting and managing overall team expense budget, headcount, and capacity
Managing / leading complex, multi-year projects/programs – including discovery, analysis, design, implementation, change management / operationalization of new technology and process improvement initiatives
Monitoring and reporting of team inventory, metrics, and service levels as well as progress on technology/process improvement initiatives, milestones, deliverables and budgets to ensure on-time, on-budget delivery of projects/programs
Proactively managing IT, internal partner, external customer and vendor relationships
Ensuring team and project alignment to Enterprise and GVWB strategies and values

Functional Responsibilities
Oversees/supports team of 70 associates – primarily across Bridgewater, NJ and Kansas City, MO MetLife locations.
Translates senior management vision and develops department vision, strategy, service levels, and business objectives. Communicates vision and strategy to staff.
Works with stakeholders to identify key areas of focus and opportunities as they relate to overall business strategies and objectives.
Identifies training needs of end users and staff and develops/provides the necessary training to meet those needs.
Partners with other operational areas to build strong working relations and improve workflow and organizational issues.
Forecasts and monitors the budget, headcount and capacity needs for areas of responsibility.
Manages critical relationships with IT, consultants and vendors, internal end users, and business customers/leadership.
Conducts complex research and analysis to quantify business opportunities and issues and develops formal recommendations for presentation to management.
Designs, implements, and monitors the progress of initiatives, milestones, and budgets to ensure timeliness and deliverables are met.
Oversees large, complex projects that span across multiple areas, functions, and/or lines of business to implement new and/or modified processes, procedures, and/or initiatives.
Ensures appropriate governance of projects. Provides updates to senior business leadership regarding project status and the application and implementation of new or revised procedures, processes, and/or initiatives.
Aligns people, process, and technology needs to implement a scalable, customer centric, efficient and effective approach for eligibility and voluntary coverage installations process across markets.
Full people management responsibility, including hiring, firing, promotions, performance and compensation management, & training & development.
Performs other duties as assigned or required.

Job Requirements/Qualifications

5+ years’ experience as a people leader with operations and project management experience – as well as experience in leading large scale business transformation/process improvement initiatives.
10+years’ experience in the insurance or financial industry
Strong people leader with experience in attracting, developing and retaining talent and the ability to develop and motivate a team of professionals


Key Competencies, Qualifications And Skills, Preferred
Bachelor’s degree in related field or equivalent work experience – advance degree preferred
Advanced knowledge of supported business functions, workflow, systems, and transactions (knowledge of MetLife voluntary benefits installations process and/or eligibility process and external data exchange transmission process preferred.
Strong verbal and written communication skills, interpersonal, listening, presentation and facilitation skills.
Ability to establish and maintain effective working business partner, IT, and vendor relationships.
Experience utilizing effective change management process improvement, and project management strategies to deliver successful projects, on-time and on-budget.
Strong analytical skills with ability to quickly solicit stakeholder input and identify improvement opportunities, and then to evaluate /prioritize options and provide recommend/implement solutions.
Ability to plan and strategize and communicate effectively with all levels (associates and senior leadership).
Expert ability to multi-task, detail oriented with strong project management, organization and time management skills.
Significant experience working with Microsoft Office applications including, but not limited to, Excel, PowerPoint, Project, Word.

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