AVP-Expat Bus. Operations

  • Company: MetLife
  • Location: Wilmington, Delaware
  • Posted: May 19, 2017
  • Reference ID: 59081-en_US


This position will be responsible for the overall leadership and execution of the Expatriate Business Operations including proposal development & maintenance, client administration, claims management, member customer service and vendor management.  A large part of this role will be strategic oversight of 8 global third party administrators that provide network access, claims management and customer service around the world. This position will work closely with the AVP Expat Business Solutions, the GEB Expat technology team, the Director Expat Account Management and the GOSC partners, to drive profitable and sustainable growth, leverage scale and achieve expense margin targets. This position will have a direct impact on the expat revenue and earnings plan by defining and delivering service standards that meet and exceed market expectations and will be accountable for both tactical delivery and strategic planning. 

The incumbent will be responsible for managing a budget of approximately $6M US and a team of 30 associates in multiple locations around the world.



  • Oversight of the continued roll out of MetLife Way (lean method) for the Expatriate Benefits Business and delivery of the voice of the customer process.
  • Responsible for strategic development and tactical oversight of all third party administrators, vendors and MetLife enterprise resources that support the expat operations. This includes negotiation and management of the service level agreements and expense & fee management for the 8 service centers that support the expat business around the globe, the relationship with the US medical network vendor and all TPAs.
  • Accountability for all aspects of the claims management function for all products in the expat portfolio including production management, problem resolution and case level analysis to ensure appropriate claims quality and compliance with legislative guidelines.
  • Delivery of all customer administrative services and compliance requirements related to the billing & remittance in coordination with the account management team including overall financial responsibility for timely collection of premium payments.
  • Oversight of the end-to-end process for the development and implementation of proposals which will include successful collaboration with the sales, marketing and account management teams.
  • Critical to this role will be the ability to sustain employee engagement through performance management and talent development.
  • Ability to translate senior management vision and develop department vision, strategy, service levels, and business objectives to support the growing expat business.
  • Responsible for developing client & member service strategy in collaboration with the expat leadership team and executes that strategy across all operational functions.
  • Responsible for identifying and implementing continuous improvement within the operations functions and ensures that policies and procedures are in place to support customer service.
  • Works in concert with the Expat Business Solutions Lead to execute on the change strategies that transform the expat business including leverage of the broader enterprise infrastructure, US Group and GOSC.


  • Ability to work as a member of the leadership team to communicate the vision and promote associate engagement.
  • Accomplished change management leader, able to operate effectively in a highly matrix environment leading business growth through tactical and transformational change efforts.
  • Ability to prioritize and plan work to support and align to strategic goals.
  • Experience in vendor management, including proven track record in vendor negotiations. Preference given to candidates with global experience.
  • Excellent business writing and communications skills
  • Proficient project management and creative problem solving skills
  • 15+ years of insurance experience in operations & service
  • Undergraduate degree required (advanced degree preferred)


  • 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.
  • Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great 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.


  • Reports to: VP Life Businesses GEB Risk Products & Ops – Expat Business
  • Direct reports/team: 4 direct reports /  30 indirect reports
  • Key Stakeholders: AVP Expat Business Solutions, Director Expat Account Management, GOSC, Legal, Compliance, Finance, HR


MetLife, through our subsidiaries and affiliates, is one of the largest life insurance companies in the world. Founded in 1868, we are a global provider of life insurance, annuities, employee benefits and asset management. Our employees serve approximately 100 million customers, individuals and businesses, including over 90 of the FORTUNE 100®. 


We are ranked #40 on the Fortune 500 list and #48 on the Forbes Global 500 list. We have operations in nearly 50 countries, and hold leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. We are also one of the largest institutional investors in the U.S. with an over $500 billion general account portfolio as of December 31, 2015. 


In 2015, FORTUNE Magazine’s World’s Most Admired Company survey named us #1 in the Life and Health Insurance industry. In 2016, we were named to the Dow Jones Sustainability Index (DJSI) for the first time. DJSI is a global index to track the leading sustainability-driven companies.


While we have tremendous respect for the past, we are a company firmly focused on the future. To adapt to a changing world, we are undergoing one of the most dramatic transformations in our history to reinvent how we do business so we can thrive in any environment. We are moving away from a traditional product-development model to one driven by customer insights. We are challenging historical norms by humanizing our industry and designing every customer experience to reflect the modern company we’re becoming. Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns.


At the center of our business strategy is a commitment to One MetLife – collaborating, sharing best practices, and recruiting, developing and retaining the best talent in the industry. We live by our values:  Put Customers First, Be the Best, Make Things Easier, and Succeed Together. They guide how we operate every day. 



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on 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.

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Requisition #: 59081 

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