SVP, Global Head of Claims

  • Company: MetLife
  • Location: Tampa, Florida
  • Posted: May 08, 2017
  • Reference ID: 54183-en_US

: The Global Head of Claims plays a key role on the Global Operations Leadership Team. This person will be responsible for providing enterprise-wide leadership for the claims function globally, which is key to delivering a differentiated customer experience, simplifying how the company operates and leveraging its scale.  The incumbent is expected to be a strategic driver of global claims transformation and delivery as it relates to our competitive advantage, service levels and the financial implications of achieving our vision.


The SVP will work with the regional and country leaders to deliver on Global Operation’s Claims operating model across the Americas, EMEA, and Asia. Across Global Operations, he/she will be responsible for driving best practices and standardizing claims operations across the globe.  While the position does not have accountability for claims associates outside of the US, the position requires the ability to effectively work across the global organizational structure: working closely with senior leaders and country management alike. She/he will work in close collaboration and partnership with key business partners, such as: strategy and planning; shared services; regional/ sub-regional/ country operations and all corporate functions.


In addition to the Global COE role, this position has direct leadership responsibility for the for the overall strategic direction and performance of the US GVWB’s Dental, Disability, Accident & Health and Long Term Care Claim Operations to enable of the business’ profitability and growth objectives. This position has direct management responsibility and accountability for all claims operations with a focus on driving consistent execution of claims functions with operational excellence.  This role will manage internal, offshore and external/vendor claims functions and will partner with peers in Operations to meet or exceed customer expectations and the organization’s key performance.



  • Lead responsibility for developing and executing strategic and operational plans aimed at achieving both growth and profitability targets.
  • Direct leadership accountability for establishing and monitoring claims performance objectives and performance metrics in support of the business’s profitability and growth targets
  • Establish a best in class claims operation to drive effective claims resolution and continuous process improvement while maximizing cost effectiveness
  • Effectively manage internal and external partner relationships including outsourced & offshored function and call center claim operations
  • As a member of the senior leadership team, build relationships across all key stakeholders to ensure partnership and collaboration in driving strategy, execution, and sustainable growth
  • Liaise with leaders inside and outside of Global Operations to ensure capability alignment with strategies and objectives
  • Gather intelligence on internal and external claims best practices and ensure compliance regulation
  • Develop global Claims Community of Practice to engage leaders and share knowledge/best practices
  • Establish and rollout consistent global claims standards: policies, procedures and tools; work with countries and regions to customize as necessary, including defining technical rules for claims operations and develop appropriate claims metrics, KPIs and dashboards
  • Define global performance standards and regularly monitor global performance and risks/issues resolution plans
  • Define decision-making thresholds and DoAs (country and regional authority limits)
  • Review and approve claims in excess of regional limits and/or complex cases
  • Maintain repository of key claims documentation
  • Define global talent requirements including skills, training and certifications
  • Participate in claims capability leader recruitment and assessment (inc. promotion); support capability and capacity planning within claims operations


  • Accomplished and highly capable insurance professional with 15+ years of experience in a senior management claim operations role with a consistent record of delivering superior results, preferably in the group insurance/employee benefits business.
  • Possess a metric-driven focus combined with strong strategy development and execution skills
  • Accomplished change management organizational leader, able to operate effectively in a highly matrix environment and drive sustainable results.
  • A strong team builder dedicated to developing talent who understands that success is dependent upon the performance of the team and not individual team members.  Able to create strong morale within the team and is committed to developing talented people to create a world class claim operations organization
  • High degree of business and financial acumen including budget management
  • Undergraduate degree required, MBA or other advanced degree preferred.


  • 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.
  • 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:  EVP, Global Operations, GTO
  • Direct reports/team: 8-10 directs; 1950 associates in organization
  • Key Stakeholders: EVP, GVWB (planning board member); Regional Operations Heads,  Market Leaders, IT, Channel Marketing, Product/Pricing



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. 



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